Very dissatisfied and disappointed in MTN

I have requested an online contract upgrade in the last week of October. Two weeks later after numerous phone calls and emails, I have cancelled the online request and asked Thandeka Ndlovu at MTN direct to take over the upgrade. Almost another 3 weeks have passed and still no upgrade. Numerous follow up emails sent, messages left telephonically but still no feedback, every agent I speak to have different answers but no one can say what is happening. Today apparently there is a problem with my account credit, agent (once again not Thandeka) not sure what it means or how it is calculated or what it means. Email even sent to customer care, no answer. I've been a loyal MTN customer for 14+ years and this is the treatment I get? Maybe I should just cancel the contract and go else where. Very disappointed and frustrated.