MTN fails to deliver phone I have been paying for for a year!

I am incredibly frustrated by terrible service from MTN. In February of 2020 a consultant from MTN Summer Mobile phoned me and organized my upgrade to my new phone. Due to the Lockdown that followed they did not deliver my new phone to me for a while. Later on when the Lockdown levels allowed for delivery I phoned them to find out when they could deliver my phone and UNTIL TODAY, nearly one year later, MTN has given me the runaround. They say that the phone was returned to the warehouse and despite several phone calls and several visits to the MTN store have still not been able to trace my phone at the warehouse and deliver it to me! I have been paying for this device for nearly a year and have yet to receive it. MTN also refuses to cancel the upgrade and reimburse me for the charges that I have been paying for the device. If you take money for a product and refuse to provide it to the customer is that not theft? They have one excuse after another (such as being unable to help me with a refund as they have changed to the “Ilula” system) and a range of other excuses. I have been told to call at least 5 different MTN divisions which I have done. I have received several reference numbers and spoken to many consultants. Not one of them has solved the problem. I am disgusted by the disregard shown to me, someone who has been an MTN customer for decades. I am tired of spending hours on the phone trying to get a product I have been paying for for nearly year now. I believe it is time I take my business elsewhere and I will tell anyone who will listen, loudly and clearly, about the appalling service I have received from MTN.