808 no cuts you off and email response was rude

On 6/10 I placed my upgrade order online. I have still not received the handset which they said will be delivered in 5 to 7 days. I called last Thursday and 808 cuts you off continuously. I then sent an email to Customer Care and got a response telling me that I must go into a shop to process my upgrade. However, online profile shows upgrade was already done on 6/10 and I am being billed for new more expensive contract but still no phone. And no further response from MTN to my emails requested clarity and no one has called me despite my requests and advising in my emails that their telephone is cutting me off as soon as I make a selection to speak to an operator.