Pathetic service!

Yesterday we visited the MTN at Westwood Mall to do an upgrade & was assisted by Suvir there was a problem with the sim he did say that he will phone the call centre today & email me the necessary paperwork, but no one has contacted me from that store yet, i tried contacting the branch so many times, but they are not answering. Very bad service received from this branch!!!!! They don't even advise you on the phones to take for upgrades you got to ask them. Please can this branch contact me urgently!!!!!!!!