Shocking Service

On the 10 March 2012 I upgraded my phone on MTN's website, I selected the phone, Samsung S21 256GB and the package MTN Mega Talk XL, I immediately received an SMS and email with a reference number, off to a great start. The following day I received an SMS confirming that the upgrade had been approved. I waited a week till last week Friday and after not hearing anything I called MTN on 083 135, they could only confirm that the deal was approved and referred me to a different department, they then gave me another number ***, this took me through to a company called Mondo, who it seems does the online upgrades for MTN. I spoke to an agent who after keeping me on hold for 23 minutes eventually told me that there is an application and that I must wait for the delivery company to call me. It is now the 26 March 2012, I still have not received any feedback whatsoever, so I called Mondo who is closed at 16h05 on a Friday afternoon at 16h05?? What kind of company represents MTN that does not have proper working hours? When I called 083 135 again they gave me a new number *** which cuts off constantly?? Is this the way MTN conducts their business?? I suppose my complaint will fall on deaf ears as a company MTN's size clearly do not give a damn about their clients and don't mind losing their clients due to shocking service.