MTN Strand Bad Service and attitudes.

On the 20th April 2021 I received an e-mail from MTN that I can do an upgrade on my cell phone. There was a mix up with a rakeesha.joothan from A-Rewards that phoned me to upgrade on line. She sent me a copy which I then noticed that it was not what we discussed. I immediately cancelled that, as it was specified that I could cancel within 24 hours if it is was correct. I also noticed that a Sim card was suppose to be delivered which was never done!!!! I then went to MTN Strand and told them what happened. They then wrote an e-mail to Rakeesha which she apparently did not respond to. This all happened on the 3rd March 2021. I went to MTN this morning with the intend of upgrading as they sent me the letter stating that I can upgrade. The lady was very rude and told me I could not upgrade seeing that there was a upgrade done. This was now still the 3rd of March Rakeesha flop. How do they operate????