Worst service for a contract upgrade.

I don't understand why MTH would hound me with multiple calls to upgrade my sim date contract only for them to waste my time in going through the whole process including vetting to be called the following day by their Retentions department and be told that someone deleted my application on two different occasions . I called them today and spoke to their upgrade department and spent 30 minutes on the line for them to tell me it's not their department that has to assist. I spoke to Sihle (manager) and Charlene who showed me their incompetence by advising that my order is now with their Retentions department (N. Govender) and they do not have an answer, who then has an answer????