Bad service from MTN Online Shop

A week ago I app**** to upgrade my cell phone contract at MTN Online Shop. MTN have upgraded my contract, but they don't contact me. I cannot get an answer from anyone at MTN. No-One is able to tell me when I can expect to receive the handset. I have tried to phone, I have sent messages via their online query facility and I have tried MTN facebook messenger. I cannot get any reply. I realise it is "only" a week, but although the contract has been no-one has contacted me. Will I get the handset? How do I elicit a response?