Bad service with upgrade

I upgraded my MTN contract on the 24th of July 2020 online. I still have not receive my device and the contact has not been finalized. DSV contacted me for delivery and the parcel was highjacked today. According to them I need to follow up with MTN for a new device and according to MTN I juat need to wait for the delivery to be done again. I think this is not how to treat your customers.