Nightmare on pathetic service street

MTN is in absolute shambles! I placed an order to upgrade my number on the 2nd of December through the MTN upgrades department. This was attended to by an agent who promised me that I would receive my device and watch which was a part of the promo. This agent had locked this upgrade such that no changes can be made to it and as such this device was never delivered to me after many back and forward phone calls. 3 months later i see that WITHOUT MY CONSENT, my contract was cancelled. And yet here I am calling the MTN call center where it seems that absolutely no one knows enough information regarding this. My contract was moved to a prepaid contract and this was processed after a call placed on the 28th of December and they were so called "back logged". i have lost the data that I had accumulated, which was over 30GB and minutes disappeared. I also receive an sms saying that there is an order being placed on my name but nobody has access to this! What in the name of *****! All I wanted was a an upgrade 3 months ago and here i am with everything but that.

Please can someone knowledgeable and senior get back to me with a solution!