'New system' is an excuse for incompetence

This is directed at MTN Eastgate. Please train your *********** staff. I went in on 29/02/2020 to upgrade my phone as per what was stated on the MTN app. Instead, because of a 'new system' and clueless staff, I cannot upgrade my phone. This was the worst experience i have had as a customer. When I tried to call the manager of the store to lay a complaint (Simmy - ***) no answer.