Shocking all round service

Absolutely shocking service trying to upgrade my account. After waiting 2 weeks after completing the online upgrade application I decided to try and call the customer care line to no avail. After numerous calls and 163 min waiting to speak to the right person only to ne cut off. I then decided to go into an MTN store only to be told they cannot help me as I have already done an online application and I would have to cancel the application before they can help me. I then spent another 67 min trying to speak to someone at customer care while in the MTN store, also at my expense. Eventually someone awnsers and after explaining what I needed only to be told she cant help me as the online application can only be cancelled by the person who captured it and they would have to escalate it and I will receive a message saying that it is cancelled. Take note, the shop was empty and all three sales staff sat and watched me struggling to get through to someone to assist me while playing on there phones.2 days later and still no sms. I have had this account with MTN for 19 years and am absolutely shocked at the terrible service received. And to think, I am a long term customer who was only trying to renew my contract for another 2 years. Between myself and my business, we have 11 contracts with MTN and I will be cancelling every single one of them and will take my business elsewhere. If I ran any of my businesses this way, I may as well close my doors. Shame on you MTN !!!!!!