Can someone from MTN who cares please assist!

I called on the 9th March to upgrade my phone. I spoke to Naydene from MTN Direct. It seemed all sorted and she told me it would take 3 to 5 days for delivery of my new phone. I also changed the contract. Having not received my phone, nor was the contract changed, I called MTN today being the 19th March and they told me there is no upgrade request on the system. I then emailed Naydene and asked for her to cancel the order as I cannot wait ( after 15 years with MTN I am thinking now of moving my contract) . She still has not cancelled the order, but only today - the 19th March, put the order onto the system - the upgrade was asked for on the 9th March. Whether it was that she forgot to do it and then when I called someone else, and emailed her she woke up and put it on the system, I do not know, but having called MTN back, the order has still not been cancelled. I tried to call MTN again, and they told me that they would put me through to Naydene, but I waited for 12 minutes on hold to no avail. This order must be cancelled. Can someone from MTN assist?