Shocking 'service', poor tracking of complaints and inefficient

Approximate timeline: - 2016: 24 month contract expired and remained on month to month option - Nov/Dec 2016 - Call center offered a new reduced subscription and was informed I could upgrade at any point when ready to take a device - Oct 2017 - Went to MTN store to request upgrade and new phone and was told that I was on a new 24month contract and could not upgrade, I'd have to go via call center. I engaged with call center and retentions and after much back and forth, Facebook messaging, etc. I finally got agreement that I could upgrade without cancellation - Come Feb 2018, I decided I'd like to preorder the S9 with the fitness device special; however I was told from past communications that any upgrade had to be done via retentions. I tried calling and after indefinitely being on hold, I sent a new reply to my last retentions email stating I needed to help to get the S9 on upgrade. Had the retentions department come back to me in the 2-3business day SLA window, I would've been able to process the preorder online; however I only received a call back over a week later and was not able to get the device. - March 2018 I re-explained the history and stated I wanted confirmation on getting the phone and device, I received no email feedback. I sent a new email again no response in the 2-3days. Today March 26th I spent an hour on the phone with the call center, then retentions and finally had the call cut. The supervisor stated that an investigation had to be done as there is now a device charge on my profile which has appeared as of my Dec2017 invoice for which no device has been received.

I feel like I've been through an annoyingly long cycle of back and forths and cannot get a simple upgrade done in a small window of time due to poor responses from retentions, stupid billing errors on my profile and as of now I cannot get the phone or fitness device.

I expect MTN to assist but this seems unachievable at this point.