11 months later, still waiting

I have used Mtn contract for over 10 years and I have always enjoyed their service and even defended it against those who said it had the worst customer service. Guess I was just lucky all those years. Anyway, on December 5 2018 I decided to upgrade my phone online, biggest mistake ever. My mistake was, I never realised I had to give a copy of my ID to the delivery company, something I was not very comfortable with, I then sent an email to the online store, no reply was given. At the time I figured I can just go instore and straighten out the whole thing. Little did I know I was just getting onto a never ending roller coaster. I went to Mtn store at Springs mall, the consultant advised me to call the customer care, which I called and was sent from one department to another until I was told to go back to the online store and lay a complaint, which is something I have done already. So I went back to the store and this time the consultant advised me to go the mtn shop in Lakeside, I went there and I must say it was a total waste of my time I cam3 back with nothing, no help, no advise. This time I wrote an email to customer service. Their reply gave me some hope, it sounded as if the matter would be resolved in a matter of days. That was j up till a month later when I was told they are escalating the matter to the channel support contact centre and they will reply soon. And to this day I never received a single word from them. I called customer service again and this time was told I should go to an mtn store in Midrand. 11 months later I'm still paying for a device I don' t have. Now I know from experience that mtn has the worst service ever.