Charged for a phone I have not received

I upgraded my contract about 3 weeks ago and have already been billed and am yet to receive my new phone. I changed from a month to month contract to a 24 month because I needed a new phone. The reason for the upgraded is due to my current phone being broken and I cannot use all functions. I have called the call centre several times and no one is willing to assist. Promises of call backs have not been made.

I asked for the contract to be cancelled in order to go to a mtn store to renew the contract and get a new phone. I was told the stores are experiencing the same problem. I went to a store and was advised I could get a phone immediately. I called MTN and was told to call the courier who has my phone ready for delivery. On calling the courier I was advised this is not the case. I called back mtn and was told the phone has not been invoiced and to cancel the upgrade would take 72 hours

Spoke to Norma and Bridgette days ago and I still await a call back\update. Spoke to Sindiswe who was rude and unhelpful. Spoke to Tineyuwe a supervisor of a different department due to the supervisors at the upgrade department always being on lunch or leaving early. Tineyuwe promised a person by the name of Rasani will follow up and provide me with feedback last week, I am still waiting for a call. Ref numbers: ********** 11, NR ********** 0.