Upgrade Misinformation

I have been in contact with MTN SA Table Bay Mall Cape Town as a contract was due for an upgrade since October.I have sent complaints through their complaints department and Icasa and all I received was a mail stating that I will be contacted.The upgrade communication I received initially that I could upgrade and after visiting the store multiple times and reserving a handset I was then told there is a handset fee that needs to be settled.None of this was communicated from the offset.Staff are *********** and the store manager did not attempt to resolve the escalation once.On the few times I was on a call with them it was merely added this is the process and absolute no flexibility within the product itself.I have never needed to settle handset costs with any network before upgrading.Why now?Besides the process the lack of effort to resolve the query and frustration has compounded.Absolutely poor.