Bad service, no service delivery

I app**** for an upgrade the middle of July and was advised that my phone would be delivered within 7 days, I received no delivery and upon enquiry I was told that my upgrade was cancelled and the phone taken back to the warehouse as they could not reach me. This after they phoned me on a wrong number. I app**** again... and received and sms on 7 August that my upgrade had been approved and the phone would be delivered within 7working days, 9 days later and still no phone. MTN keeps passing the buck, the consultants can never see anything on their system, and RTT also doesn't have the phone. no one seems to know what is happening. This is my second escalation on hello peter, the first response was a copy and pasted standard response which was very unhelpful. if you still cannot give me a date and time of delivery which I sure you can't, please rather cancel the upgrade!