10 days, no handset delivery

I purchased a new Pay-as-you-go mobile phone through MTN's Online Shop on 29 October 2015. This is a gift for my mom, who already has an MTN pay-as-you-go contract. The process was simple and I received an email confirming my order plus order number.<br> <br> 10 days later & I have not received the device. I began phoning MTN.<br> <br> An hour later... From my landline the MTN Direct Sales and Online Shop numbers don't go through??<br> I made three calls to Customer Care - my calls got cut and they couldn't help. On my mom's mobile I got through to the Direct Sales number, who said they were Customer Care and had to transfer me to Direct Sales (WFT?).<br> Direct Sales said delivery should have happened on 6 November and passed me on to the courier company (RTP) who transferred me internally again. The 2nd lady said MTN Management has to authorise delivery of the handset & told me to phone MTN Direct to get them to authorise.<br> Two calls and another two transfers later and the MTN Direct consultant said that authorisations happen in bulk and would happen later today again. He said he'd escalate my query to his manager but didn't know how long this would all take. My payment & order went through 10 days ago!