Poor service from MTN South Africa

Trying to do an upgrade. First online, but even though I got a reference number, when I phoned to check, it had not been received. Then went to MTN Sandton City to try and upgrade. They have hit "pause on my credit check until we have all the documents we need". I have been a client of MTN's for at least 6 years. This is such poor service. So, don't know when I will get my upgrade.