unsatisfied contract user

Last week i contacted MTN to request an early upgrade after being informed by a consultant at an mtn store that i have to call the 808 number.The agent informed me that he had put through a request for the retentions dividion to contact me but i am still waiting after nearly a week , when i was informed that it takes two working days.<br> please advise as to what i should do because i am actually eligible for an upgrade on the 1st of May but would like an early upgrade as my phone has been ******.<br> can mtn not make the process easier and allow custormers to simply requst an early upgrade at one of the stores?<br> <br> please advise!