49 days ago-contract upgrade-no phone

I app**** for a contract upgrade 49 days ago and still did not receive my phone. I have been back and forth with the branch in Picbel Centre in Cape Town. They have logged how many queries already but to date I have had no positive feedback. They have requested to cancell the upgrade request as apparently Mtn processed the incorrect contract details. I have been told that the upgrade needs to be cancelled so that I can apply for a new upgrade so that I can get the phone I want. Meanwhile Mtn took off a higher premium 30 June 2015 and I still dont have my phone. My fear is that I will be paying for a renewed contract for the next two years and a phone I don't have. I was patient because I understood that Mtn had a strike. But enough is enough, I need this sorted. And the saddest part is that it seems like no on at Mtn cares after I have been a loyal customer of Mtn's since I had my first cell phone. Utterly disgusted!!!