MTM delivers horrible service.

Hallo, I have upated my phone, and phoned mtn and wanted to change from the P40 to the Samsung P20,. We did phone to arrange that and mtn - Morris - agreed, however we have phoned them almost 10 times, we have sent several emails, and nothing is happening. The guy we spoke to is Morris and there is just no no service. They said the phone must be back at mtn owned store within 10 days. We stay on a farm and the closest mtn owned store is 200km from us. Morris said he will arrange for collection and NOTHING NOTHING is happening. Its quite frustrating to phone and email all the time and nothing is happening. Can you please deliver us some service.