Mtn doesnt deserve loyalty

App**** for an upgrade for 2 contracts between 16th and 18th September 2020. Was approved and 1st handest was delivered on 28th September 2020 around 13h25. We opened the fone and didnt even switch on when we noticed the S-pen for the Note 10 Lite was not coming out. We immediately left for the MTN store closest to us who refused to assist as it was an online order. Was given a customer care no to call. We were with them until around 18h00 and being past on and given other numbera to call and used a lot if our airtime as well. They even said they don't have an upgrade on the system and then it was 2nd upgrade pending etc. Eventually i contacted MTN via their fb page posting a nasty post and they rep**** privately. A person 'MAK' chatted n tried assisting and referred us to another store nearby . We asked they make sure that our device could be handed in there and it was confirmed. Went into the store. The initial sales person was very rude n the manager was called. She wanted to assist but said as they dont have the necessary documentation for uplifting they can do nothing. Sent MTN anither message and chatted to 2 rude consultants who didnt have a clue what they were saying or doing and eventually took the easy route by saying its sent higher up with Ref ***/#***1. Heard nothing again . On Wednesday evening around 17h10 contacted customer care again and spoke to Ernest Mngoma from Durban branch. Was very helpful and requested handset uplift with ***. We have heard nothing from them as yet. We have the handset for 8 days now. Has not been switched on. No sim inserted etc. We are obviously going to be charged for it . So can this be resolved asap. We have been on MTN forever. Privately and via the company payment. And we dont think that over 20yrs of loyalty deserves this runaround. Will consider going higher up if this issue is bot not resolved in the next 24hrs. I refuse to pay for a product i can't/won't use.