MTN Cell Network Upgrade

On 3 January 2024 I received a call from "Kerwin" from MTN's cellular network department wanting to know if I would like to upgrade my phone as I was due for an upgrade. I confirmed yes and we proceeded with the upgrade. I was promised that my phone will be delivered to me within 3 to 7 working days. After various queries (where the agent (not Kerwin) even tried to cancel the transaction and start a new one) and receiving my pin to supply to the courier company I have still not received my phone. I have been with MTN for more than 20 years and have never received this kind of bad service. On Tuesday I phoned again requesting that a manager call me back, needless to say I am still waiting for the call. If I had known the service was going to be this bad, I would not have continued with the upgrade. I have always had excellent service from MTN, even suggesting friends to move to MTN. Now I would think twice before recommending them. My order reference number ***. DSV delivered a sim card to me, so the excuse that "they" could not get hold of me is not valid.