Pathethic Service for an upgrade contract

I was not impressed at the pathetic service obtained from MTN mall@reds in centurion as I had to ****** wait 2 hours for my phone to come out the 'timer safe' as per the consultant, Landon Pillay, on the 17 December 2017. He was also doing another contract while I was waiting and this is bull****. Do I pay MTN for my waiting time? Even better, when I enquired about my TV and MSC cruise voucher, he told me its not part of the upgrade and only applicable to a new contract. Lucky my nephew upgraded at another MTN store and told me that I am still eligible for the TV and MSC voucher, and then when I called the consultant the same afternoon he apologised. Is this the service we deserve? I did not get my samsung R250 voucher as per the promo as well as my 10gigs for the 1st 3 months. Why do I have to complain to MTN when no one can call me regarding my post service.

Please follow up urgently because I am really upset on this matter and have been an MTN customer for over 15 years!!!