CANCEL UPGRADE NO RESPONSE

I received a call from an MTN sales lady on the 29th July regarding an upgrade which we finalised over the phone up until now no phone received - the sales lady said between 5 and 7 working days it is now well beyond that. I called yesterday to enquire about the phone and was promised a call back once the courier was contacted, still no answer. Called MTN again today and spoke to Lyle ref nr *** and he confirmed that NO upgrade has been done on my number!!! This is totally unbelievable and unacceptable. I have officially cancelled the so called upgrade via email this morning. What a disappointment.