MTN upgrade without permission

On 2 December I went into Mtn Eastgate to upgrade our business phone, Icompleted the documentation and was told they will contact be by 12h00 on Tuesday 3 December to collect the phone. Nothing happened I checked the store at 6 on Tuesday evening and was told there was a problem with the registration number, Lungiswa said she would contact me at 08h30 on Wednesday. Once again nothing happened and not one from MTN contacted me the whole day. @ 18h00 I went to the store again and Lungiswa told me the upgrade was not processed she would contact her H/O she phoned and was told they will sort it out on Thursday. I got agitated at the incompetence and frustrating delays without any feedback or reasonable explanation, and said Cancel the transaction - I no longer want to continue. I said cancel several times and took the original upgrade application documentation with me. On Saturday 7 December after several missed calls Lungiswa got through to me saying the phone was ready for collection. I was very surprised and said I told you to cancel my application on Wednesday I did not want to proceed - in the meantime I had already bought my own phone. I said I may be interested in the sim only. I was told I would need to come into the stare and bring a new request for upgrade on a company letterhead. After ending the call on Saturday I was perturbed that despite me saying CANCEL the upgrade process MTN chose to continue with the upgrade process without my consent. I immediately sent Lungiswa a message on Saturday stating my concern that despite my instruction on Wednesday 4 December to cancel the upgrade application MTN continued to process the upgrade. On Monday messages were sent to the phone thanking us for the upgrade - on Tuesday I messaged Lungiswa as she was not taking calls she didn't respond. Yesterday I messaged again saying I was going to escalate my complaint she sent me a message back saying the whole process of transacting on my account despite my instruction to cancel was a system error. I asked what the system error was and have not received a response. What happened here - how can MTN upgrade my business contract despite being told to cancel - was a new phone issued and will my account be billed for it. Why can no one tell me what upgrade on the account was done? Your account dept had to phone Lungiswa which they tried whilst I held on - but then the call centre agent dropped our call. What is going on here - this is ***** surely?