Unsatisfied service due to upgrade

MTN South Africa your service is bladdy pathetic. A lady from your upgrade department called my husband on the 21st of December. She said to avoid standing in a que he can upgrade telephonically and the phone will be delivered. He contacted then on the 30th December and said it still needs to be approved. He called this morning they say there's no stock of the Samsung A32. What I can't understand is why did nobody keep him updated. But I think hello Peter will sort them out