Zero service or customer care

We did an upgrade and when it came to the fingerprint verification the system did not want to verify the biometrics , and we were send home till we would get a call from MTN Mall of the North. 2 days later we phoned them and was told that the upgrade can't be done with them and we should do it online . I phoned the online number and after 19 minutes the consultant told me We must go back to MTN Mall of the North and that they must ask for a override to complete the transaction and if we experience any problems with them we must phone them from the store. On Wednesday we went back at 1st all wet well and the fingerprints work ,but when it came to take the phones and the last fingerprints had to be done it was the same story and we struggle from 13:30 till 16:30 . I also phoned the helpline again and after 28 minutes they answered but this time the story changed and the promise that we can call them if needed was gone and we were told that they cant help .So we have a n approved contract but no Phones.