Personalized upgrade failure

Just like many others on here, I got a personalized upgrade offer via email. I took up the offer and followed the instructions via email, I went into 3 stores and none of them could pick up my offer...they advised I call online which I did and after being put through various people cause I was on the new system, I was told again they could not pick up my offer and said I must call the rententions team, which I did. They also have the same issue and cannot pick up my personalized upgrade which is still valid. If no one can assist me I will see out my contact and then cancel it and go to Vodacom and move my big contract there. You emailed me MTN with an offer, now follow through!