MTN's mistakes destroy entrepreneurs

Upgraded my package on 18/09/2021 and MTN has made such a complete mess of it that I'm completely locked out and cannot access my data at all - the data MTN will expect me to pay for at the end of the month. They assured me that my current router (supp**** and installed by MTN) would be compatible with the new package. I provided all the information requested (including actual photographs of the router with all the serial, IMEI, and model numbers) and everything was approved in the Shelly Beach (Shelly Centre) branch of MTN - with the guarantee that it would all be upgrade and running correctly immediately (no more 24-48hr activation period). But I got locked out instead and now the SIM is being blocked because the router is apparently NOT compatible. The documentation provided by MTN at the time of upgrade even states on it in a handwritten note that the router was approved as compatible.

That branch has acknowledged that they've made a terrible mess of things and provided a temporary SIM with some data loaded because this is costly me literally thousands of rands a day in downtime because I'm a freelancer so if I can't work, I don't get paid. But nothing to do with the actual problem is being fixed. It has been a week and they're still no closer to fixing the problem. I requested that they cancel the upgrade and revert back to what I had until they can figure out how to do things properly, but now they claim that this is impossible because that package doesn't exist anymore (much smaller than the one I wanted to upgrade to now that my business is (was) flourishing). MTN actually has a legal obligation to provide me with the remainder of my initial contract if that is what I requested because the contract signed stated that would be available to me until such time as the contract expired (still several months left on it because I was trying to upgrade ASAP due to needing significantly more data now). Now there are quite simply no real answers coming forth, just a lot of talking about nothing while my fledgling business slowly dies after taking me YEARS to build to this point and more sacrifice than you could ever know. MTN has no right to ruin what I've been building with the mistakes made by your own staff. There is literally zero fault on my end as I provided everything requested. This is 100% the fault of MTN. I don't care what excuse you try to make to weasel out of it, your staff approved the contract with the router and I will NOT now be forced and manipulated into paying for a new router or choosing another package just because your staff don't know/have the correct information. That is unacceptable. MTN approved the package without me needing to pay for another router, and that is what MTN must now provide. It is your obligation now to provide the necessary router at no cost to me in order to fix the disaster of the mess that MTN has created and that I'm paying for in so many ways now.

It also appears that your staff didn't listen properly (I've had this exact problem with the same staff member recently in another instance) and put the upgrade through as a fixed 24-month contract instead of the month-to-month it was supposed to be (the name is correct on the paperwork but nothing about month-to-month is stated and I've not received a response about this from them). It is supposed to be the My MTN Home 220Gb (110Gb day and 110Gb night) on a month-to-month basis (I specifically don't want to commit to 24 months because I was hoping to keep growing my business and would then likely need to upgrade sooner so month-to-month was perfect for my needs and plans).

This needs to be resolved with extreme urgency as you're literally destroying my business and if it goes under because of this, I will be forced to sue for loss of income as you are directly hindering my ability to work.

MTN made this mess and now MTN needs to provide the hardware and resources to resolve it in great haste. I'm already gathering the documentation to send to my lawyer because I cannot afford to have this appalling mess linger any longer than it already has.