MTN super poor service

My business has various cell phone contracts with MTN. My cell phone was ****** from me this morning at gun point. I app**** for an upgrade of one of my contracts which had expired some four months ago because I urgently needed a phone to cancel banking apps, phone clients etc. Everything was done and arranged well before 15h00. The shop where I did the upgrade, cannot however issue the phone because it has to receive approval for a "vetting" process from MNT. They have sent e-mails and and have been on the phone for close to three hours now - no response from anyone. I am told people who gas to do vetting works from home. I know there is no point in complaining - MTN certainly makes enough money not to concern themselves with my problems but wow - this is just unbelievable. This after the sales lady went out of her way to accommodate the upgrade and make a sale.