MTN Upgrades - a house divided?

I tried to upgrade two MTN contracts (one data, the other phone) . SIM only, both. Should be a piece of cake. Not so. Firstly, it is nigh impossible to get a "service champion" on the line. I got as far as "speak to a service champion", and then the usual stuff about high call volumes, etc. The system bounces you back to "press * to return to the Main menu" or # for something else I did not want. If you don't press any key, the system terminates your call. Back to square one. So I tried to do it on the new MTN app. The in-app suggestions (promotions) are sp**** indeed. No SIM Only deals that I could see. Which is what I wanted. So I trudge off to MTN Menlyn branch and get a nice consultant, Emile, who helps me very ably. Since the applications must be vetted, I go home, expecting a call from Emile today to complete the process. He does call while I am not available, but when I ring back, there is no reply. But lo, I get a call from another MTN person, a lady, who trashes Emile's advice and proceeds to sign me up for "cheaper" packages (running for 36 months instead of 24 months) and urges me to approve the Absa Debicheck on my Absa app. I am uneasy about the situation and call Emile, and luckily find him this time. I tell him what has happened. He warns me against the "cheaper package pusher" and says it is an MTN person (from an MTN Helpline or something) trying to poach his client. ***? How is the client supposed to deal with what seems like internal "****s" where different consultants contradict each other, and scramble to sign you up (Debicheck, the works) for something other than what you'd agreed to the previous day? It begs the question whether MTN consultants employ devious tactics to claim credit for signing up clients. This kind of dubious behaviour does not inspire confidence in the ethical standards of the company.