Failure to respond or deliver has caused me loss of income and an enormous amount of stress

MTN has caused me loss of income and an incredible amount of stress. - My phone was ****** and temp phone broke so I called MTN Retentions for an upgrade, which was approved, on 14th October - Delivery was scheduled for 28th October - I called to change the device on 25th October but only if it would not cause too much of a delay - I was told it would be no problem and would take up to 3 additional days but that the only way to was to wait for delivery day, reject the delivery and call back to amend the device - I called back on the 28th, as advised, and was then told i had to wait for the original device to return to the warehouse before i could order the new one - I called back everyday thereafter and have tried every avenue to deal this directly with MTN and to date nobody can tell me where the process is or when I will receive a new phone, causing me loss of income as a phone is my primary platform for business and stress with work as i am unable to take calls - I have evidence of all of my attempts mentioned below: - I first spoke with Alice from customer care who promised to mail me (mail because I obviously have no phone) back the next day, having heard nothing I went into MTN at Summit Road, Morningside and spent an hour there waiting for Alice to call back (she refused to give me a direct way of reaching her so I had to call the usual number and wait, she never called back, I left the store after an hour of precious time being no better than when I got there - 4 Nov - I then tried with a new agent (Goseko) who this time did give me an e-mail address to reach him and promised to let me know if the original phone reached the warehouse the next day...I've heard nothing from him and sent him 6 e-mails imploring him to respond...NOTHING - 6 Nov - I next tried Customer Complaints and spoke with Zamokuhle, again an email add was shared, she committed to giving me an update the next day. That was the last I heard from her. I have sent 6 e-mails begging for a response...NOTHING - 6 Nov - I logged a complaint online and heard back today (11 Nov) saying the original contract is not cancelled (so I am expected to pay for a phone i never received) and they're still waiting for the warehouse so in essence nobody has any idea what is going on and the original delivery was dues two Mondays ago - 7 Nov - I then turned to their Facebook page via Messenger which is the alleged way of getting the quickest response - I got a standard "it is with great concern and regret" reply advising the matter was escalated, i continued to follow up and 2 days later I'm told they're still waiting, but waiting for what?

Every single person and platform in the chain has failed to deliver on their word and 3 weeks later the damage done to me financially and emotionally I cannot put a price-tag on.

hocked and horrified at the blatant ignoring of my attempts to resolve this and disregard to deliver or even so much as respond.