Faulty Cellphone delivered for Contract upgrade

I recently took an upgrade on my Contract wit MTN Direct and was helped by Alicia, last Wednesday a faulty cell phone was delivered to me, I contacted MTN to inform them and the same lady by the name of Alicia advised me to take the phone to the nearest MTN Shop I did that I was told that I need to contact MTN Direct and the Courier will come collect it, however Alicia advised me to go to an MTN Direct shop in Eastrand Mall were I was told the same thing. she then said she will speak to the Manager in Eastrand mall or maybe organise a courier to collect the phone, till today I am Still waiting. I have reported this a day After the phone was delivered. I find this level of service to be very pathetic as I have been with MTN for a while and never had Problems. Now I want this contract Cancelled so I can move to another Network Operator and you can collect this Phone that I cannot even use. I have reported this within the 7 days that as per you terms. Someone please assist in cancelling this contract as no MTN contact centre is operating at the moment. if a new phone has to be delivered it better be immediately otherwise I will a new Working phone with another operator elsewere.