MTN upgrade nightmare

This is an interesting one. So to start of let me share that I have been an MTN subscriber since November 1996. Uniterupted and never have been with another network. I became due for an upgrade 27/3/2020 and proceeded to apply via the MTN app that directed me to their website. I went through the process getting otp to verify it is me etc. just to get to a notification "Oops, this does not seem to be a MTN contract number? After several attempts the process repeated itself. In days to follow I attempted to contact MTN via their contact tab on their web site, Facebook, WhatsApp and 135 call centre. All without success.

Eventually on 9 April, after holding for eternatity listening to the most terrible telephone jingle music, I reached a real person (Thando Mbatha). I completed a telephonic upgrade request and received a mail from her later asking delivery adress and also forwarding her copy of my ID. I was interested in the Samsung S20+ and had already placed myself on the MTN pre order list in February (needless to say I was necer contacted). The launch deal included a set of Galaxy buds. To my further anoyance Thando shared with me that that deal ended end March and I would not get them.

Thando and myself has to date exchanged 32 mails and countless calls. I have submitted this same content to MTN customer care mail twice. AS I AM WRITING THIS I STILL HAVE NO UPGRADE PHONE.

My last mail to her/ MTN customer care on the 10th June was a request to cancel my application for a upgrade. I STILL HAVE NO REPLY FROM ANYBODY AT MTN.

My contract is ending in days and my intent is to cancel with MTN and migrate my number to another service provider. Needless to say I am in shock about the run of events and in total disillusion with MTN.