Disgusting Service and NO feedback/No upgraded Phone etc

Good Day. My husband upgraded his contract about 3-4 months ago. They said they would deliver the phone etc etc. After numerous attempts at getting through to the terrible courier company (that apparently MTN knows about the terrible service) they had sent the phone to DURBAN (apparently) and we are in Cape Town. He has been phoning for over 3 months with no luck as to where the phone is and noone that can help him. We eventually got hold of someone (Lelicia) that said she can put a request in to cancel the upgrade and she can redo it from MTN direct or he can go in to store to do the actual upgrade. She even offered him a much better contract. Low and behold absolutely nothing has been done regarding it. He is paying extra every month for a contract (cellphone) that he doesn't even have. It is the worst and most pathetic experience we have ever had with MTN. They are quick to stop his calls when he doesn't pay but why should he pay if he isn't getting the upgrade he is supposed to get. Every time he phones or tries to get through to anyone at MTN he gets put through to about 5-6 different people. This is pathetic and disgusting and we want an answer before the end of this week and he wants his phone before the end of the week otherwise I will personally take further steps. You service is pathetic and disgusting and no-one knows what they are doing. I suggest you either use all the money you get to employ staff that knows what the hell they are doing or send them on courses. We want an answer by end of this week please. If you need to get hold of him you can call him ********** 829 (Jean Cloete)