MTN Upgrade - Pathetic service

I received a call from *** on 25/08/2021 from someone claiming to be from the MTN upgrades department regarding one of my contracts. I was told that I was eligible for an early upgrade as my current package was being discontinued. I was told there would be no early upgrade fee due to this, and that I would only need to pay for the outstanding amount on my current device which would be split over 3 months. I was asked about which device I would like and I selected the Samsung A52 5G, I was then told that there was a new model which would be available on 03 September. I opted for the new A52s 5G as I was not in a hurry for a new device. I selected a package and I was told it would be around R600pm on a 24 months contract with 100min and data etc and I accepted, I was told everything had gone through successfully and the courier would contact me to arrange delivery once the device was available.

It has since been 2 weeks and I had not even received the confirmation of the upgrade nor was I contacted by the courier regarding my device delivery so I emailed MTN customer service to follow up. I received a call back from a pleasant lady in the retentions department and she mentioned that the person who contacted me was actually from MTN's outbound call centre that is run by Mondo. She said that my application had not been finalized and offered to assist me with the upgrade. This was frustrating as it had been 2 weeks and the upgrade firstly wasn't finalized, secondly, nobody had contacted me to let me know and had I not followed up, it would probably have remained incomplete indefinitely.

My frustration escalated even more when I was told that the device I wanted started from R899 on a 24 month contract which is a big difference to what I was told 2 weeks ago, and further to that, the outstanding amount on my current device would be debited in one go and not 3 installments as per my previous conversation. I then asked the consultant if I could contact Mondo to receive a copy of the recording because at this point I am extremely frustrated and have lost all faith in MTN. She politely gave me their contact number and transferred me. I was on hold for around 10min with no answer, I then ended the call and called again, and I was on hold for another 9min with no answer.

I would like for this matter to be investigated. I want a copy of the recording, and I want to receive the device I selected at the price that was promised to me. I don't understand how there can be such a massive variance in price. And on top of that such pathetic service.