MTN Upgrade Failure

On 10 September I app**** for an upgrade to my phone contract using the MTN App that insisted I need an upgrade. I got an e-mail as well as SMS confirming this action. I was promised a response in 3 days. It is now 14 days later. If you call the call center on the provided number there is no answer - I held on for 20 minutes. If you call the alternative call center they tell you to call the one that does not respond to calls.