Upgrade Frustration MTN

I tried to do upgrade in June,but the courier couldn't get hold of me cos of poor network area I was working at. I called and made arrangements for new handset delivery in August but nothing happened. I called in September and was advised that the upgrade will be cancelled and I go to walk in centre. Upgrade not cancelled. I called again in November and requested to change handeset for a two in one deal,nothing happened again. I made follow ups the following week for a cancellation of the upgrade and it was promised but when I called again the following week with the decision to actually cancel the contract itslef,i was told I had recently upgraded which will come at a charge and I explained that whoever helped me the previous week promised that the upgrade will be cancelled. Each time they tell me they are send the email to the person who initially helped me with the upgrade,ms Thandeka Mdlovu but it seems each time she receives all those emails she does nothing about them. I'm frustrated.