MTN - TOTAL DISASTER

My husband and I have been loyal MTN customers for many, many years. We have upgraded our contracts numerous times, always paid our monthly installment on time and never stopped supporting MTN. About two months ago we started receiving emails, SMS-messages and phone calls notifying us that it was time to upgrade. Firstly - we went to six different MTN branches to try and upgrade, none of them had phones in stock. Frustrated and worn out we resorted to order phones at our hometown branch (MTN Heidelberg Mall Gauteng). All the while we were constantly bombarded by MTN messages and calls. We went to check whether our phones had arrived numerous times. Two and a half weeks later they finally arrived and we were told to come in to conclude our upgrade. We had to make arrangements at work to quickly go into the branch. When we arrived loadshedding also arrived and we were told to come back later AGAIN. We went back after loadshedding and sat there for more than two hours just to be told that MTN was "reviewing" and we had to leave and come back the next day. The next day we were told that MTN does not want to upgrade the contract because we are "R100 over the amount they are willing to do". We remained patient and told them to then just move us down to the lower model phone (we ordered the Samsung S22+, so then go down to the normal S22). To no avail, they were still not willing to do our upgrade and the consultant told us that she would email the parties responsible and find out what was going on. To this day we have gone back to the branch numerous times and we have still not received an answer. All the while we are still being spammed and called by MTN daily telling us to upgrade! What an absurd situation. Is this the treatment hard working clients get for years of loyal support? Our money is good enough but when we need to be helped nobody is willing or able to help us. We are STILL waiting to be upgraded and we are beyond unhappy about how we are being treated by MTN. Surely this is not acceptable? Does one have to resort to the Media and channels like Carte Blanche now to get any answers. We do not see any other way. Many clients are complaining about the poor service delivery by MTN, enough is enough?