Poor MTN service

We went to our local MTN store 6 days ago in order to renew our contract. That was 6 days ago. We were told by the MTN employee helping us that he will let us know within that same day about the application since there was an administrative hiccup. Today, when we went into the store to find out was is going on, they wanted to know who helped us, because our application was declined. No reason was provided. I have been a client from 1995. A call to their customer service no also didn't yield any help or answers. Time to change service providers then.