Very Poor Customer Service

I have visted Menlyn Mtn store serveral times and even seeking assistance from Sales Head Office to complete an upgrade that I am due for. It has been two weeks since I’ve provided relevant documention proving that I have recently been a victim of *****. I’ve have been told that the documentation has been forwarded to Vetting Department, however I have not received any feedback after being informed by Head Office that the process (investigating) takes 2-3 days. All I am told by sales consultants is that the as long as the upgrade does not go through on the system, there is no way I can be assisted. Others contradicting each other. Surely MTN has a ***** department that can verify such matters. My ID no has been flagged by the SAFPS in order to prevent further numerous ********** accounts opened in my name. How do I cancel such services to be at risk again just to get an upgrade?