Blackberry Priv and contract support

This is the second cellphone company I have tried applying for a contract with. MTN I believed would be more efficient and more helpful , but it does not look that way. Again it was an online application and I agreed to the contract, I ordered a Blackberry Priv and the phone was delivered and service was great up until I recieved my handset. The handset I recieved is faulty and after phoning counteless people all that happens is I GET TRANSFERRED, to the next available consultant. Surely MTN staff are not only trained to TRANSFER CALLS ONLY, can nobody assist? MY handset is faulty and when trying to activate my contract - I GET TRANSFERRED OR PLACED ON HOLD - The after sales support is terrible and I am deeply dissapointed, I really just want to move ahead PLEASE can someone from MTN assist me without me having to be transferred to 10 different people and getting nowhere ????????