Handset Delivery & Contract Cancellation

I did an upgrade on the 3rd of October , same day I received an sms from the courier company saying they have received my parcel from MTN. 1st attempt to deliver the phone was friday the 13th and I had already left the office when they called. They called the following monday to arrange delivery on saturday ,and the time they were planning to come I was not gonna be home as I was planning to attend a cousin's wedding.

I then called them thursday the 17th to rather return the parcel to MTN so I can go instore and get the phone from there. I assumed I can go in , get the phones and thats it. I went to a store the following week to try and get the phone but was told the contract must 1st be cancelled . I then asked the store to send a request for contract cancellation. On the 25th , I went to another store to see if the cancellation has been done and get the phone but was told this was not done yet and they also sent an email to their respective department to cancel the contract so I can get the phone from them. Since the 25th I have called MTN direct countless times to check on the cancellation and every time I am told they are sending a mail to the agent who did the upgrade and he will get back to me and no such luck yet.

Debit order went through last night but this is unfair as I am paying for something I do not have. I need the new phone either delivered soon or the contract cancelled so I can go to the nearest store and get it as their courier company service also don't give me any joy. I have reached a point of frustration as I call the MTN direct and hold for over 20 minutes every time and get told the same thing over and over , but nothing that shows that someone cares or is trying to help . An email gets sent and thats that......