Upgrade takes longer than 3 days because of poor support from head office.

Ok so lets first get all of the facts before getting to the actual complaint. At the beginning of the year I did a bank transfer and notified MTN that I am transferring banks, they said that it would take a month for the change to happen. At the second month when my salary got paid into my new account mtn still tried to deduct the money from my old account and was rejected by the bank. This means that my ITC score card got a hit because of an unpaid debit order. MTN cut my line after a few days. I went it to pay the amount cash so that my line can be activated again. with the next debit order they debited the correct account but debited double the amount. Because I know that MTN support service is terrible because of previous experiences I decided to let it slide because I am just going to waist more time on money on the issue. Last week I got notified that I am due for an upgrade and got a call from one of mtn's 3rd party consultant and asked me if they want to help me with my upgrade. I explained to the consultant that I am currently out of country and that I will sort it out when I am back in SA. While I was out of country my phone stopped working and the phone could not be powered unless it was plugged in. As soon as I was back in SA I went to MTN Fourways. I told them that I was due to an upgrade and while they tried to process my upgrade application they had a hick-up and asked if someone called me, I said yes stating that I did not ask the person to help me. They called head office waiting 30min for a consultant to help their own people and did not handle them with respect stating that they do not have to stay on the line and dropped the call. After an hour of struggling they were able to get the 3rd party vendor on the line but they stated that the application was rejected and that they do not have an upgrade application in transit. MTN tried calling head office again waiting another 30min to get an answer and found out that my contract is with legal. Head Office also state that they are unable to put us through to legal and that we had to call them separately and provided a number. After 3 hours of struggling with MTN support we got through to legal and they stated that they do not have the account with them and that I should be able to upgrade. We all just decided that this is just a waist of time and the consultant said that she would send an email and then we will take it further after a reply. We are still waiting for the reply, So now my question to MTN is are you even aware of your terrible internal support and what effect that actually has with your clients and are you actually doing something about it, because this is truly unacceptable, and some people walking into your stores do not realize that it is not the people behind the counters fault but head office support but they still need to take the fall.