Horrible service of note

Good day I did an upgrade 2 weeks ago online. I was contacted by consultant and did everything with that person. It has been 2 weeks still have not received my new device. I phoned Upgrade department and was told to contact different number which is Rewardsco. Why should I contact that company my contract is with MTN. I am contemplating cancelling my contract. This horrible service. MTN should sort this out or cancel my contract. I have other competitors who are willing to provide me a service. Tel: ***