MTN fails to deliver

I have been a loyal subscriber with MTN for many years and only this year have had my first terrible customer service. After finalising an upgrade of my contract with Sibusiso Masina on 6 April 2020, there was no communication that the upgrade was completed. Since it was a business contract upgrade and I provided all my details, including for delivery I expected to receive an update on when the handset would be delivered. I forgot about delivery but then followed up on 24 May, 29 May, 13 July until I tried to get hold of someone to get me connected with the consultant. He promised to get back to me several times to arrange the delivery but still not feedback was received. I contacted him again on 24 August and told him that I would lay a formal complaint if I have not taken delivery of the handset. Still no urgency on his part and hence I've resorted to this medium.