Failed online upgrade attempt.

I used the online portal tp upgrade. I spoke to a friendly gentlemen who helped me through the process. He assured me the upgrade was complete and that the device was on its way. Since then I have tried to locate the device, but O cannot get through to MTN upgrades department. I spent 40minutes on the phone with the phrase "thank you for your patience, your call will be answered by the next available agent" repeated over and over. 40minutes!!! A consultant in the MTN store couldn't help me either. No phone, no communication, no delivery notice, no tracking number, the the debit order. I would appreciate some assistance in tracking down the phone that I am paying for each month.