INCORRECT UPGRADE DONE, MTN DIRECT IS OFFERING NO ASSISTANCE

I HAVE UPGRADED MY MTN CONTRACT LAST THURSDAY THE 5TH APRIL 2018, I ASKED TO BE UPGRADED TO A SONY XA2 ULTRA ON A MADE FOR ME M PACKAGE, EVEN ASKED THE LADY WHAT COLOURS DO THEY HAVE AND SHE SAID SILVER ONLY. TODAY I RECEIVE A DELIVERY FROM MTN , SIM ONLY. I PHONE IN AND AM TOLD THAT MY CONTRACT WAS UPGRADED AS A SIM ONLY. I HAVE BEEN TOLD THAT I NEED TO SPEAK TO THE LADY WHO UPGRADED MY CONTRACT BUT SHE WILL PHONE ME BACK. THIS WAS AT 9. IT IS NOW 11.51. I HAVE CALLED BACK 3 TIMES ALREADY AND HAVE BEEN GRANTED NO ASSISTANCE WHAT SO EVER. FAIR ENOUGH PEOPLE MAKE MISTAKES, ALL I WANT IS FOR THIS TO BE RECTIFIED AND NOT BE GIVEN THE RUN AROUND WITH HORRIBLE CUSTOMER SERVICE. THEY WONT EVEN PUT ME THROUGH TO A TEAM LEADER OR MANAGER.