UNACCEPTABLE SERVICE FOR AN UPGRADE

I have been trying to upgrade my contract for the last 3 months. First they send me an sms stating I can upgrade. So I go to a MTN store in order to upgrade and then get told I have to pay OVER R4000 cash if I want to upgrade. So I told them I will wait. Then they phone me last month in order to upgrade WITHOUT paying extra. Spent an HOUR on the phone with the woman, choose the phone, choose the contract. She informed me the phone would be delivered between 7-14 days. Two weeks after that, with NO phone in sigh yet, I get phoned again to ask if I want to upgrade. After informing them I already upgraded and are waiting on the phone and a VERY confused person double checking, just to get back to me to say, there was NO stock of the phone, so they cancelled the upgrade. Now they want me to upgrade with the same phone and contract for R300 MORE per month. I said No thank you. 2 weeks ago 12/08 I tried to upgrade with a cheaper phone via the internet, it was processed according to the internet. Still no UPGRADE, NO PHONE and NO one contacted me to tell me when we will be receiving this upgrade. Why is it so hard to upgrade.