Shocking customer service

I upgraded telephonically on the 11/01/2021. The deal was approved and I even received a sms from the courier company stating that they would be in touch. Since then - NOTHING. I have sent emails and phoned the customer care line at least 10 times. No one is able to assist me. I am just told that something is preventing the deal from being finalized and that the only person who can help me is the consultant who initially assisted me. They then say they will send a mail to the consultant and then again, NOTHING happens. I find this ridiculous. How is there no manager or supervisor who is able to override and help me? Not the first time I've found MTN's customer service severely lacking.