Poor service experience

I have an MTN contract that is used by my wife, so after allowing my Cell C contract to expire, I went to the MTN Nicolway store to take out a second contract and to port my number from Cell C. I arrived with all my documentation (on a Sunday) and was assured that all was in order and that I could expect feedback from the store during the course of the week. A week later I had received no feedback whatsoever so I duly made my way to the store to find out the status of my application. To my incredulity, I was told that the fellow who had processed my application had linked it to an old MTN account that I paid off and closed some years ago (and not to my current one) and that I would need to come back the next day with my ID to restart the process from scratch. I arrived back at Nicolway the next day...and proceeded to the Vodacom store where I walked out with a new phone and contract within 30 minutes. As a senior manager in a customer-facing company, I simply want to highlight this poor service culture to MTN HQ. Please pull up your socks guys, the telecoms industry is far too competitive in this country for lacklustre service to lead to subscriber loss.