Does anyone know what happens at MTN?

I was called by MTNDirect to upgrade my cellphone contract on the 20th of October (or thereabouts). I received a confirmation email on the 24th October stating that the contract has been upgraded. Since then I have tried numerous times to find out where my new device is and have been pushed from pillar to post, given a variety of different numbers to contact and have probably spoken to the entire MTN staff complement. No-one can assist and will not let me speak to a supervisor. Every person I have spoken to has claimed that the upgrade does not fall within their department. If I had made contact with MTN to process an upgrade i could understand if there was an issue but THEY contacted ME to upgrade my contract.

I am going to be cancelling this contract and upgrade. They have no idea of customer service.

One fed up MTN (soon to be Ex) Customer