Extremely poor service

I have been an MTN customer for at least the last 15 years and I am appalled at the drop in the levels of customer service from when I started until now. I did an Upgrade on my account on the 5th of October. They called me back to say that they didn't have the colour that I wanted - which was advertised by them as being in stock - so I find this POOR SERVICE. I was told that I would get my phone within 5 to 7 working days. I received my upgraded minutes on the 14th of October..... but no phone. I called the 808 number, was put through the upgrade department and they gave me a number to contact the courier myself - EXTREMELY POOR SERVICE again, as MTN should be doing the follow up themselves. I then try a number of times to get through to the number that I was given and I get no answer - VERY FRUSTRATING!!!I call MTN back in Monday - the 808 call centre put me through to the Upgrade department, but the number just rings and nobody picks up - VERY FRUSTRATING!!!! I dial back and ask the lady to ensure that she connects to the Upgrade department before putting me through - I don't understand why this is not the normal procedure - POOR SERVICE !!! I get through to a lady called Sindiswe, I am already quite frustrated and instead of her helping me to get the matter resolved, she asks me to stop being so rude. She was no help whatsoever and was extremely condescending in her tone because she didn't like the fact that I was shouting. She told me that my phone is with the courier and will be with me any day now and gave me a JHBG landline number to call, I call the number and it is a medical aid company.... VERY POOR SERVICE INDEED!!! I wait all week and call again today as I still haven't received my phone. I get Sindiswe on the line again. She decides to call the courier company herself( not sure if she did or not) and cannot get through to them. She told me that she will escalate the matter, so I asked when can I expect a call back from the person she escalates to - my understanding of escalation is to speed up the query. Her answer was that she would be lying if she told me when or which day they would contact me. I find this APPALLINGLY POOR SERVICE!!!! I then asked for the head of their departments details - she gave me the number for someone called KUGAN on the number ********** 127, I left a message for him, he hasn't returned my call.