Worst service, bad attitude and just plain horrible people!!

I have been trying to help my grandfather who is 82 years old get his upgrade from MTN. He requested this on 6 January 2018. It is 7 March, two months later and he still has not received his upgrade. The women working in the department, namely Ganelle, Olivia and their supervisor who's name I can't remember is not helpful!! They have the worst attitudes towards paying customers. I have one reference number - ********** 20. All my grandfather wants is his upgrade. His current phone is faulty and we have explained this to the people. We even went to the MTN Store and they didn't want to help as they said he already took his upgrade with MTN direct.

Please help. You can contact me as my grandfather's current phone is not always working.