Failure to deliver my phone

Three weeks back I got a call to get an upgrade on my contract (call ref: IC ********** 6), I later got an sms saying that my upgrade was successful and I should wait for my phone to be delivered. I waited a full week before the delivery company called me than they said my ID number was incorrect they will call me back. I called MTN again to find out what's they said they will call me back. I called in the third week and I was told they will escalate and send through the correct ID number. This is the fourth week now and I just got a statement from MTN for this new phone that I do not even have so I fail to understand what is it that I have to pay for. I called MTN again this morning (call ref: IC ********** 7), I had to contact the courier service only to find out from them that my cellphone was sent back to MTN on the 15/09/2017. How is it sent back when I did not receive any communication. Now I'm expected to pay for a phone I do not have. The consultants who helped trust me they have been trying to help me get this matter resovled (call ref: KG ********** 9). I seriously feel that MTN has no manner of dealing with it's clients. This is the second time I am having a problem with my contract and if I chose not to pay at the end of the month they will be calling harassing me. How does one wait the entire month for a cellphone to be delivered, it just does not make any sense. I am disgusted with the treatment I'm getting from MTN considering I have been on contract with them since 2013. I am asking for my phone to be delivered as I have received a statement for it or I will not be paying at all.