Pure service

Mtn is giving pathetic service. I am struggling now for 6 weeks to upgrade, i first app**** on the 14th of October 2023 online. No one calls me back when i call they can't tell me what is going on and they transfer me to a other department and the phone goes dead.

After sending a complaint email on the14th of November 2023 to customer service someone called me a week later and assisted me and that was on the 22nd of November 2023, on the 24th November 2023 i called in again and the person who assisted me said the upgrade was approved and someone will call me during the day regarding the delivery. Monday 27th November 2023 i called in again and after speaking to 3 persons the last one said she will find out when the delivery will be and put me on hold for 20 minutes and the phone went dead again. Why is it so difficult to do an upgrade?