SPRINGBOK SPONSORS' SLACK SERVICE

I have had a contract with MTN for over 30 years and have never had any trouble getting an upgrade before. Now suddenly I app**** for an update at about 15.00 yesterday afternoon (24/10/2023). I waited 2 hours and was told by the consultant that the request was still 'In Progress'. It is now almost 12.00 the next day (25/10-2023) and my request is still "in Progress". Why is it taking so long? I tried calling MTN Customer Services, but they merely tried to transfer me to Upgrades, who failed to answer after 15 minutes of hanging on. (Case No. ***.) What has happened to MTN, who used to provide excellent service? It's great that they sponsor the Bokke, but that's small consolation when I haven't had a phone for over a day.