Customer Service not helpful

On 19 August I upgraded one of my numbers via the online portal. I was advised by the courier company that I need to provided them with a copy of my ID, proof of address and the OTP provided by MTN. Up until today none of the staff at MTN (online customer service) can assist me with an OTP. Everyone single person that I speak to sounds ***********. It looks like I'm never getting the device and I honestly just want to cancel the contract.