CCISA MTN - BAD SERVICE AND UNRELIABLE

I was contacted by CCISA to inform me that my MTN contract has expired and I can upgrade. They said I can upgrade through them then I don't need to go into a MTN branch etc. They claimed I would have my phone delivered to me within 7-14 work days. It's been longer than two months and I still have not received my phone (S8) I've been calling them now once a week for the past three weeks and every time I get the same answer "it's been escelated" I've been paying my new contract for two months all ready and still no phone..!!!