Mtn Elula Online Store

I did an online upgrade on the 9 June and still haven't got any feedback or my phone from Mtn till date. I have foned the customer care countless of times and they keep saying an agent will call back, no one has foned back till date. I eventually today got through to the retention department and they say my application has been approved and the phone is at the couriers, she gave me DSV number and when I called them they say that got no records of anything from the service provider with my ref number. I am now totally frustrated and tired of been told that someone will fone me when clearly that never happens. Can I please get help or someone please call me back to have this issue solved.