MTN "successfully upgraded" but I received nothing - not even feedback

On 4Dec I app**** online to upgrade one of my numbers (a sim only data-deal). On 6Dec, received confirmation of receipt of my request, with ref no. On 17Dec, I followed up. Jabulile said DSV would give me feedback. Lettamaletjepe asked my ID number - I gave it, and she has not come back to me. MTN facebook contact (Kefilwe) said the application was conditionally approved. Then I received another email from Jabulile, saying the system reflects no recent upgrades/requests. On Fri 27Dec I went to MTN Nigel to try to upgrade in store (to a sim & device deal). They were offline and suggested I return after the weekend. On Monday 30Jan, I received an sms from MTN saying I was successfully upgraded. I went back to Nigel branch- they checked and saw the system shows upgrade was completed. I called the number they gave me - *** - to request that they cancel the upgrade, so that I can upgrade in store. This call took 20 minutes. The 4th person I spoke to, took all info, and said she was emailing this to the person who has to process the cancellation, and that it would be done the next morning. On 31Dec in the afternoon, I went back to MTN Nigel to ask if the systems shows wether I could upgrade. They said the system showed I could upgrade in Aug 2020. (Date now moved out 8months). I emailed the whole long story to *** (as suggested by staff at MTN Nigel) on 6Jan, and as at 8Jan, I have had no response. I have not signed any upgrade documents, received delivery of sim, or any feedback. This is lowsy service, to say the least. Being a customer since 2003 - perhaps it't time to move on.