Big Promise and No Delivery (Part 2)

After weeks of promises and no delivery I posted a review on Hello Peter, (18 August). The following day "Alice" from MTN responded privately via Hello Peter to advise MTN Direct would call me on Monday (21st) to resolve my problem. On Tuesday 22nd I reminded "Alice", via Hello Peter, that I hadn't been contacted. No answer from Alice. On Friday 25th Rina called from MTN called my wife to say the phone is ready. MTN's rules say that MTN can only deliver the new phone, (with increased contract value), to me, the account holder. My wife confirmed this as their rule and they said they would call me within an hour. Its now Saturday afternoon and still no call. It really is an indictment on MTN that although I will be entering into a new contract, at increased value where they will make even more money off me, that I have to chase up this phone. I understand Im only a customer so not very important but it would be so nice if MTN would simply deliver on what they promised. If Im not asking too much "Alice" may I request that you rather call me, I mean on my phone so we can actually have a conversation, and not a reply via this portal. Don't call my wife because she is not the account holder so according to your rules she cannot receive the new phone.