Customer effort 200% vs MTN 00.0000%

I upgraded my contract and did the request via the online store. I called MTN direct and the confirmation was done less than 5 minutes. On receipt of my new phone, 3 days thereafter, I discovered the package was incomplete and the mobile router was not included. I called the call centre and they advised me the consultant who assisted me with the contract (Nadine) need to call me back. I spoke to her and she advised the package needs to be returned to the warehouse as she booked out the package incorrectly. She will call me back to confirm when the courier will do the pickup. She did not return my call that day. I waited as the Friday was a public holiday. I phoned them again the next week on Wednesday as nobody was calling me back. I left several messages for Nadine to call me back, with no joy! Eventually after calling the call center several times, I got through to her and she said the phone will be picked up either Thursday or Friday as it needs to be booked in before she can issue a new phone to me? I feel this is very unprofessional and unfair towards me as a client as I am doing all the follow ups from my side. I was also advised the supervisor Sunil Bahare will call me back, but to no avail. MTN is really pathetic when it comes to follow ups and why can't the client call the agent directly? I had to make several calls, hold on for very long, just to be told 'someone' will call you back? And please when you eventually 'CONTACT' me, please call me on my correct cell phone number as stipulated many times before!