Mtn Cape Road - Poor Service

On 19/09/2019 I have upgraded my contract with MTN Cape Road in Port Elizabeth and I am in Johannesburg and it was approved the same day. The phone was supposed to be couriered to Johannesburg and after so many promises until today 04/10/2019 I have not received the phone. On Tuesday 01/10/2019 I was told that the phone was on its way to Johannesburg without any tracking number, today its 3 days after and the courier company cannot find/trace the package and there is no one to tell me the correct tracking number at mtn they are all busy to check. Can someone come back to me to confirm if the phone was ever sent to Johannesburg.