Upgrade not handled correctly

On 6 Nov I upgraded my two lines with MTN, however I discovered a few weeks later that the one contract had not been upgraded to the package I requested. I called MTN today to rectify and was pushed from pillar to post without resolving - after 45 mins of being on a call with their call centre I eventually just put down the phone in desperation after being transferred for the 6th time. Each person apologised and each transferred me to someone else. No-one seems to be aware of who I should actually talk to to resolve my issue.