Powered by MTN or underpowered? How does MTN back uselessness?

After spending 20 minutes on hold to check upgrade status on my contact which is due to expire, the lady at the call centre answered on a very noisy line where the background operators were louder than what she was. However she was unable to clarify when I would be due for an upgrade although according to MTN, I should be due already as the contract is 22 months old. She says that they will call me when I can upgrade as they are only powered by MTN and follow the same procedure. I also had to repeat my upgrade enquiry to the same person 3 times and was not at all satisfied with this company.