Cellphone not yet delivered

I called MTN to do an upgrade. I was told the phone that I wanted was out of stock. A consultant that I spoke to promised to call me back and he did. The upgrade was processed up to this day I have not received the handset. I called on the 03/October/2017. Was given reference number ********** 57. Till today no one has called me. When you call their customer care number 808 you are referred to ********** 667, and hold on to more than 30 Min and the damn consultant drops your call.