MTN - 3 months billed with hand-piece still not delivered

CCI called me on behalf of MTN for my bi-annual upgrade - thought it was MTN direct and it was not made clear it is a 3rd party. Did my upgrade and hand-piece was delivered. Up to this point all went well. When opening the box immediately noticed the battery of the S8plus is swollen. Called MTN who informed me to take it to a dealer. Annoying but understandable. Dealer send it away. Ten days later I went back to the dealer whom informed me that MTN approved the swap and it will be delivered as per the original.. This was 3 months ago and still no replacement It took several frustrating calls to MTN Direct to eventually be told it is CCI that must provide the correct phone. Several weeks/months and many calls later and nothing. A Noluthando from CCI told me today 20 May 2019 that this was escalated to MTN on 29 March already and they are waiting on MTN. Unless MTN give the go ahead there is nothing they can do. MTN is apparently in a backlog - I was told this on a previous occasion as well. Ultimately MTN is my service provider and with no end in sight to this query it is very bad service and I feel let down. Never mind that I have been billed like clockwork for the last 3 months for something that I do not have.