MTN didn't return my phone after almost 3months

I did an upgrade on my cellphone contract in December 2015 through MTN Direct. The new phone had problems and I returned it on 18/12/2015 at the Menlyn MTN branch. Menlyn has send it through to MTN Direct.<br> I have called MTN 10-15 times. Went to the Menlyn Branch twice and they have phoned and tried to help me, but nobody could tell me where my phone is or when I will receive it back. After escalations to Supervisors and Managers I also didn't receive any feedback or correspondence. Everybody promise to follow up and that they will come back to you, but nobody did. I'm still paying this contract on a monthly basis, but don't have the phone. Finally Samuel Tsiame called me on 04/03/2016. He apologised for the delay in response and some other excuses as well. He told me that the Phone Model has been called back due to giving people a lot of problems. He told me that my upgrade has been cancelled and that I could do a new upgrade straight away.<br> Yesterday I have visit a branch to do the new upgrade, only to be told that my upgrade hasn't been cancelled. I'm only due for an upgrade in 2017. I have then phoned MTN again and confirmed that the calcelation has not been done. please help?