Upgrade and communication problems

I am disciplined in MTN. I did my upgrade online and got a confirmation with reference its in progress. Then i got another email from them something went wrong and someone will call me. After no once called in 48 hours i call then just to find out their system is offline so i must phone back so i explained to them the mail said they will phone me. So she said no they can not phone customers. Why then send a mail saying they they will call me if the staff confirms they cant make calls. Is the job to hard or is mtn false on mail it is the staff not trained correctly.