No service, no call, nothing

I am due for an upgrade on my 1 contract and filled in the information/application online, received a receipt of my application. I have done this online as the MTN store at Greenstone is just too busy and I am not willing to wait 2-3 hours. I phoned 808, held on for 15minutes and was cut off, I found no other way to get in contact with the call center. No one from MTN contacted me, no email or any further communication, so what is the point of providing an online upgrade service if no one responds to your requests and the call center number is cut off??