Bad MTN service

My wife ordered a new mobile online but after two weeks it still hadn't been delivered upon which the deal was cancelled by my wife. However the cancellation was ignored by MTN and they subsequently sent her an invoice and demand for payment although MTN had no proof of delivery. As time went on and after 21 emails her present phone which is on a pay as you go basis was suspended. She has physically called on the MTN office at the Somerset Mall and although promises to rectify the situation was made nothing has been done up to the time of this writing. However, two weeks ago , my wife received an SMS stating that the service would be reinstated within 24 hours - that was two weeks ago. I know we are working under Covid condition working from home but this is ridiculous and inexcusably bad service.