Where is my package

I received a call on approx 8 September advising that I qualify for a promo that Mondo/telkom mobile was offering. I accepted the offer as previously I have had great service with Telkom. On the since 12th September I recieved a text message saying that the package will be delivered 7-14 working days. Tomorrow will be 14 days and have been trying to get feedback from both Mondo, the courier company and telkom for the past 2 hours. Each customer centre has transfered me to the next untimatey Telkom confirming that they do not have this package on their system as yet. I am extremely disappointed as well as concerned regarding this as I have 2 existing packages with telkom mobile with minor issues however with this absolute horrific service, I would like to cancel my package. I should be assured by Telkom that I receive the same quality that they offer as Mondo is one of their partners.

I cannot possibly be on hold for another 30 minutes hoping that someone can help me but most importantly tomorrow will be day 14 and would appreciate my package to be delivered.