Online order - MTN slipped up

On 11/09/2020 I did my online order and received an email with the ***. On 30/09/2020 I send an email to customer care but up until today still have not received any feedback. I also phoned 135 and spoke to Thandeka. She provided me with an email to follow up but the I got it back as non delivered. So Thandeka phoned me back on 02/10/2020 to assist with my online order and that it would take 7-10 working days. On 09/10/2020 I started sending messages to MTN on messenger. They informed me that my application is still pending and I that the call from Thandeka was to assist to finalize the online order. Again it take 7 -10 working days. On 19/10/2020 I followed up with again with MTN on messenger then they escalated my query to the upgrade team. On 20/10/2020 I send a messenger explaining my process since I did the online upgrade, they then informed that they are still waiting on a reply but I can contact the sales team on ***. On 21/10/2020 I phoned the 083 number and they could not assist and gave me a 011 number to speak to retensions/ On 22/10/2020 I phoned them and they could not assist, I was only given the 083 number once more. So I phoned the 083 number again and the person informed me that the application is till pending and that only Thandeka can assist finalizing it as she assisted me. I then phoned 135 again and spoke to very nice gentlemen. I then heard that just before lockdown they MTN went onto a new system and had their fare share of system problems and escalations. He send through an email to Thandeka to assist with the finalization of my online application. (Which I was under the impression was done that time she assisted and was confirmed over messenger). So on 23/10/2020 I received a email confirming my application was submitted. On 24/10/2020 I received an SMS that my product had been depleted. My online order was for the Huawei P40 Lite 128GB with the GT2 e watch for R399. MTN still has the Huawei P40 Lite 128GB with the GT2 e watch but for R549. I did my online upgrade in time, and MTN neglected to finalize everything even after my numerous calls and the impression that Thandeka assisted for it to be finalized. Why can't MTN still give me my upgrade for the R399? As said, I did my online upgrade in time but MTN slipped up it was their negligence. What happened to consumer rights and customer service? Why must I as a customer loose my online order for the R399 they had if MTN has system problems and people in their employment are not doing their job? I have been a customer of MTN for a very long time and never had any problems. This is my first time using the online upgrade (due to covid 19 I deemed it saver). This kind of service is really unacceptable.