Billed for 13months with no device

I am honestly about to lose my temp with MTN , my husband has a contract and he was given a faulty S21 x2 which we are still billed to this day without a phone .

the store in question is RandPark Ridge , we spoke to a branch manager by the name of Xolani only to find out that he was dismissed without resolving our case ,

This issue was forwarded to a Regional manager by the name of Gaubose who is as useless as the branch manager .

I called MTN Randpark and now spoke to another branch manager who is telling me that I have to check some IRME number which I am trying to explain that these two guys never actually did or gave anything .

I have been paying for a device since June 2021 and I do not have that on my hands ? is this how we are treated and i am really at the edge and if it takes me to email the CEO trust me i am about to even call ombudsman as this is really unfair. every person i send this to gives an excuse that they are not sure as Xolani never did a handover, that is internal policy and issue has nothing to do with me.

i have been dealing with complaints who are literally useless and they paid us R669.00 that is what we deserve after 13 months of paying a device that we do not have. when you email the complaints manager ( Sheila ) who has no decency of following up and the only thing is to respond and advise that they will look into it ? now we have to wait another 13months till this is resolve

MTN has no respect for their own customers , useless service provide . maybe if we get hold of the COE hopefully they know exactly what is customer service