Worst experience ever

I have been a loyal customer for over 10 years and I have never received such terrible service. On the 8th of October 2019, I called MTN to do an upgrade spoke to the agent and she assisted me to complete the application everything was approved and she gave me a reference number ***. On the 14th when I followed up I was told my application was cancelled because of a duplicate but no one could explain to me what that meant, I was then transfered to customer services spoke to an Agent who also could not assist me. I then went to Facebook and Andiswa promised that she would excalate but a day later a got a response that there is nothing that they could do I need to contact Sales. I called sales spoke to the manager Shireen who just said sorry the is nothing she can do but to get an agent to capture my order and I have to wait another 7- 10 days for delivery. According to the manager Shireen there was an issue with the system how does that then become my issue and why did no one call me when they realised that they had an issue, what's worse is that I sent her my documents on the 8th with my ref *** and she never responded. Now I'm going on a business trip on the 17th October can I get my handset before then, can someone please call me with the status of my upgrade?