Zero customer service

Ive have dine an Online upgrade on x2 cell phones with Summer mobile on the 3rd of September. Never received the phones. I have phined,emailed and Im constantly told someone will get back to me. My query has been escalated. Im now unable to do the uogrades as its pending and cant cancel as nobody gets back to me. This has been for more than a month. Tried to go straight thro MTN and still no response. No delivery,No service, Nobody can help. No help from Summer mobile or MTN. How does anyone do upgrades? Really thought a cimpany would want the bussiness.