Struggling for almost a month to upgrade

I've exhausted all avenues...I've been dealing with the MTN stores in Cavendish, V & A Waterfront & Corporate Customer Care "help" line. To cut a long story short, a contract has been finalised for me by a representative of Corporate Customer Care and a phone is scheduled for delivery. No one can tell me who this representative is, when this application took place, what phone is being delivered & when. All of this is now preventing me from doing an upgrade at the above mentioned MTN stores because according to them, the system is "blocking" any additional applications. I really don't know what to do anymore...I feel defeated :-(