Worst Upgrade Experience Ever

I've been a contract subscriber with MTN for more than 10 years, I have 3 lines with them. This year I upgraded one of my contracts to S20 Ultra package. Package on the website had ear buds however their online upgrade would not go through due to THEIR system issues.

I was then forced to upgrade telephonically and somehow because this was not an online upgrade they waived the ear buds. The error on the website was that my OTP was going to a number I NEVER HAD, and when I enquired this with their call centre, I was advised that they are migrating systems. My phone was delivered on Friday and I sent a complaint when I noticed that the ear buds were not included, ***.

No one has contacted me, and the auto response mentioned that if I need a speedy response I must query through facebook or twitter, response is within an hour. I sent a message via fb at 9:35, it is now 14:35, still no response.

This is the worst experience I have EVER had with MTN.