MTN contract upgrade

On the 30th September 2019, I was contacted by a gentleman called Emmanuel for an upgrade on my Contract. All this was done telephonically, and was promised a new device/cell phone soon (iPhone 11). Today, 21 days later there's no device nor communication from MTN to keep me in the loop. To top it off I have to do constant follow ups to check on the progress. Today a lady by the name of Mary-Anne promised to call me back after I made another call, and you guessed it I'm still waiting.

My cell phone number is *** and I've been you client since the year 2000. You guys are seriously dropping the ball with this pathetic service. I'm really gutted