MTN - getting a bad reputation

I am an MTN customer and have been very happy with the service for years. I was due for an upgrade in July 2017 when Summer Mobile contacted me to upgrade via telephone. First of all, why do we need to pay R92 to upgrade? Second, its been 2 months now and I still have not received my new device. Every time I call the customer service centre I am told that the device is with the couriers, but found out today that the couriers actually did not receive the device as yet. I have to now pay the increased amount due to the upgrade for a device that I do not have. If this is the service that MTN and its affiliates tolerate, then I am disgusted and will loose a lot of its customers, including me. I expected more from MTN.