Unfair treatment

I will always stand by saying MTN is the worst service provider cause they haven't proved me otherwise. When doing an upgrade or taking out a contract they always happy and willing to help because that money going in for them, but when u have a query or problem, they drag their feet with regards to helping you. I did an upgrade telephonically in February, I asked the consultant if they had the phone I wanted and how much it was, how much insurance would be, she told me. Come the 12 March when I receive my data and minutes, I realise this is not the package that I'm on, because the fact that she didn't tell me about the package I thought i would continue on the package I was on, the only thing that would change is the phone I'd use and the amount of money I'd pay, bare in mind that I didn't have the booklet in front of me to maybe check the packages or whatever. So from that day I've been calling MTN non stop, and i was told that the person who helped me with the upgrade is the one that's suppose to help me, the other consultants can't help me. Every consultant I'd talk to would tell me that they just sent the lady that helped me and email to contact me, I mean this happened for days at end, that I'm been told they can't help me. So one consultant then advised me to take the phone to the store so they can book it for collection, when it gets to the warehouse my upgrade will be cancelled and I'll be able to do another upgrade with the package I wanted, I asked how long that would take and he said 5 to 7 days max. So I then went to the MTN store and asked if I can being the phone to them, and that lady gave me such bad attitude because first upgrade telephonically and not at the store but now I'm not happy with the service I wana return it? When I got home I called mtn and explained to them what happened, the consultant that helped me called the store and I was told I can bring the phone and I did just that on the 30 March. That lady asked if I'm aware the 7 day return policy has passed and I explained to her That I was told to bring the phone there due to what happened. She gave me reference, I asked when I should call them she said on Monday. I didn't call in Monday because it was a holiday, I called Tuesday, I was told at first that they couldn't check that reference. I called every second day to check if they didn't receive the package and still no1 can help, the reference doesn't appear. My matter is always being escalated, they always sending an email to someone and that person will call me back, or the matter will be resolved in 24 to 72 hours. Everytime I call there's always an excuse or something, or they just say they can't help me. I called wanting to speak to the manager and I was told the manger is in training I should leave my number and I did just that, I'm still waiting for that phone call even now. I called Tuesday and the lady that helped me said she sent an email to the supervisor of the lady that helped with the upgrade and that she'll call the following day to find out if they called me, if they didn't she'll call that supervisors supervisor to sort it out. Ok no stress, I wait and still no call. I call today to find out what's going on and ask to speak to the manager and he says thats not possible there's procedures that's have to be followed before you speak to the manage, the matter as to be escalated to the supervisors before it gets to the manager. I'm like but it has and i haven't received any response, and he cracks on the system and says there's no trace of what I'm saying. So he tells me that he'll send an email and I then say to him but I mean you saying the exact same thing they said they would do and acoordingbto you there's no evidence of them escaltin the matter, so what are u going to do that they couldn't/didn't do and his response was then what's the use of this phone call?? I found that every rude and i told him that and he says but what did you want me to say?? So again and I'm expected to pay for a device I don't have?? I find that very unfair and unjust. I can't talk to the manager and I'm given the run around by the consultants.