3 Weeks to do contract upgrade reversal

1st March 2015 received new contract upgrade to find the phone faulty 8 days later. I was not happy with the Microsoft Lumia 535 phone and kindly requested a refund and change for another phone as it will still very new in the contract. Manager at Century City Cape Town approved it the 11 March 2015 and the helpful team over there processed the reversal of upgrade and amendment of new contract I requested. a Week later nothing happened and I had no phone I could use the sim on as the contract is for a smartphone. I am currently using a blackberry and I require BIS services to use all the apps and email accounts. Today is the 30th March 2015 and nothing has happened. I have a blackberry phone with an android/smartphone contract which I cannot do anything with! I need the account fully closed all together!!! the service department is beyond pathetic. Every call I make to 808 I sit waiting at least 15min to 20mins before they can assist then I get told its still pending!<br> <br> Please have this resolved ASAP as I am done with MTN all together. I have email and reference numbers to back all of this!