Upgrade terrible service

I have tried to upgrade since 8 Jan - MTN sent me an email to confirm the application, but nothing was done for weeks, despite me calling them and escalating. Then someone called to get me to upgrade, and I explained that I have already app****, and it turned out nothing was ever processed. She then cancelled that online application, and redid it herself. I received two reference numbers via sms to confirm that my order had been created (***) and then the next day I got an sms to say it's been cancelled. On 7 Feb I again did an upgrade application online, and I still have heard nothing. What's going on? Reference number for that application is ***7. Approve me or decline me, but don't bill me for month to month when I have been trying to upgrade for over a month now!

Regards Alicia