Retention’s department not responding to upgrade request.

I have been trying to facilitate an upgrade on my contract that was due in March. I have emailed retention’s and I am receiving very poor service. One lady was quite helpful but every reply is responded to by a different person. Catherine was very helpful and explained how I could do the upgrade while outside of the country provided I will be home in time to receive the delivery and even sent me the brochure to choose my handset. This is where a problem came in. I responded with my choice and received a reply from a Nobuhle informing me that they cannot do an upgrade for me and I must go into a store in July because I’m not in the country. It is not impossible to call me for a security check, and I responded telling them that I can even phone if they do not wish to incur international charges. I have received no response for a week now. I pay my contract every month on time, I am a good customer. I will only be in SA for a month and do not want to go into a store only to be told there is no stock and have to leave the country without my new phone. I also do not wish to wait for July’s rates on contracts, I want to pay the rate being offered in June. I feel that it is very unprofessional that your retention’s department does not allocate each case to an employee to resolve, that each reply is from a random person. It’s unprofessional that it takes so long for a paying customer to receive a response and I find it ridiculous that after being told for weeks that it is possible to facilitate the upgrade closer to the end of June so that I can receive the phone in the first well of July it is suddenly not possible and I am being ignored. I also find it ridiculous that a security check can not be performed while I’m in another country. It is possible to phone outside of the country. It is also possible for me to phone you if mtn doesn’t want to incur costs. There is no reason to be giving me such a hard time about this. I’m extremely disappointed.