Upgrade not Possible

Contacted MTN a few weeks ago for a phone upgrade and had to wait for almost three weeks for the headset to be delivered. I eventually followed up last week Friday and was informed that the phone just arrived and they were about to call me to proceed. I gave the them a go ahead. Since then till now I have had to follow up everyday and they apparently can't transfer the phone to my name. I have been with MTN for almost 20 years but right now I am contemplating looking else where for the upgrade.