MTN upgrade incompetence

I have been with MTN for about 10 years now and my below issue has been escalated to them,but have had no response!!!! This would be the 3rd time i am upgrading my MTN contract at the i store at the waterfront in cape town and eveyr other time it has been seemingless. Today, however, i was bounced around like a tennis ball between staff members in the store, who kept telling me the system doesnt want to allow them to process the upgrade, and that i have to contact mtn, i walked between MTN and the i store in the waterfront mall to give the i store what they need and they could not help me? they were completely unprofessional, having their personal conversations while i was supposed to be 'helped'. The manager was simpley sending his staff to give me information. I had to ASK to speak to the manager to assist me and advise me what the issue is. all to be told, they will escalate the issue to MTN. My personal ID document and bank statements were being passed around as if i am nothing???!! to top it off, i was asked to complete a MANUAL form with all my personal and banking details again, as if i was applying for a new contract. i spent 2 hours in the store to leave with no phone! i am utterly disgusted!