Annoyed and Angry

Imso annoyed and upset with the service i received deom DSV- My phone was handed over by MTN to them on the 8th of December and it was meant to be a Christmas present for my son- they never called me or showed up, when i called i was on hold for more than 30 minutes and i was told the driver said i missed the appointment on the 19th, im working remotely i never left my house and never received any missed call from them, again on the 28th they sent me an sms at 16:00 to say the driver is on his way- he never showed up or called me but when calling again im told i missed the appointment.

I offered to collect as their warehouse is 15minutes away from my house but they say i cant collect, how am i to pay for a device that i dont have? im annoyed as they ruined the whole holiday since my son needs to go to boading school next week and he still doesnt have a phone.