Upgrade saga, every 2 years

Have been trying to upgrade a phone for months. NUMEROUS people have contacted us, but when ask for offer to be put in writing, nobody bothers. As we know, if a confirmation e.mail is not received, you can spend YEARS trying to dispute a wrong contract. We have also tried, FOR MONTHS, to phone retention dept/ customer care. Get nowhere. Most times "calls are dropped". Then get SMS on phone, that "query has been closed". And to phone customer service again if query not resolved. Back to square 1... Finally last week got an actual e.mail from Kwanele Mncube. (Retentions Dept). ***, giving us a choice of 2 phones, and a colour choice. We responded, and have not heard anything since. Tried customer care again today. As usual, calls dropped. Finally spoke to someone, who told us Kwanele's manager (a Mr. Paul), would be phoning us back in a few minutes. It is now over an hour...no call. This happens every 2 years, when we attempt to upgrade this phone. We are met with utter incompetence. Have been asked to review customer care service twice, by SMS, and have rep****. Why bother? does ANYBODY read these reviews?? This latest attempt to upgrade started on 10 July 2021, when originally spoke to Kayleen Petersen. MTN, look back at our call history...and note how many times we have spoken to your consultants..... Dreadful service. *********** disinterested staff.