MTN customer service will lead to ICASA complaint

I am redying myself to lay a complaint with ICASA

Due to a "system error" on MTN Business' side, the device delivery to my contract upgrade has not been saved and no device has been dispatched to me. It has already been more than 7 working days since the contract has been upgraded.

Every time I phone MTN Business I am told that "They are awaiting feedback from another department and I have to wait for feedback".

It has now almost been two weeks since my first follow up and still nobody can give me a straight answer or sort the problem out, yet I am already being billed on the new contract.

References pertaining to my calls: 6 June - GM ********** 6 (Granny) 14 June - NR ********** 6 (Norma) 15 June - LS ********** (Lethabo) 19 June - IC ********** 3 (Itumeleng) 20 June - GM ********** 6 (Granny)