Over a month to transfer a contract when its meant to take 2 hours!

My husband and I currently have our contracts with MTN and they are both due for an upgrade. Up until now we have been happy with MTN and were planning on staying. I went into the MTN Benmore branch to transfer my contract into my business name and then upgrade to a business contract. I was told the transfer would take 2-24 hours and then the upgrade would be immediate. I was going overseas that week and needed it urgently as I did not have a phone. I gave them all the documents they asked for and went into the store twice. It has now been almost a month and the transfer has still not happened. They keep asking for more documents (I do not understand why they do not know what is required) and I call every day and they say it is still not done and there is nothing they can do and noone they can call. It is ridiculous and now I want to move both our contracts to vodacom instead! I called retentions and they said there is nothing they can do and if I want to move they will be happy to cancel my contract. Glad to see they value my business!