MTN Direct upgrade a BAD idea

I phoned MTN for an upgrade in August. I was placed under the impression that MTN Direct is similar to MTNSP, an outlet where I usually do my upgrade. However, the above given by MTN Direct fell short of being misleading and, after receiving proper advice from MTNSP, I had to cancel my upgrade at MTN Direct to wait for the phone I initially wanted. The nightmare started. Apparently, MTN Direct has to receive the phone back from a client before an upgrade can be canceled. The catch is that I had never received the phone as it had not been despatched from the courier's warehouse. In the meantime, MTN changed to a new courier service provider. Now, the phone is lost. I have been waiting for this cancelation for 6 weeks now. In the meantime, I have no new phone but I am paying for an upgrade. I have phoned numerous times. The upgrade has not been reversed. The only way forward is to consult the ombudsman.