MTN - No service no happiness

On 28 November 2018 I did a early upgrade as I received an sms from MTN informing me that I an eligible for an early upgrade. I decided to have the A& phone on the new upgrade. Upon receiving the upgrade I also received an sms from DSV informing me that my phone was received and that the delivery would be made.

On the 3rd of December I phoned DSV trough the MTN number and was told that my phone was returned to MTN as I cancelled my order. I directly phoned the retention department and was told that they see on their system that my phone was already returned to the MTN warehouse. The consultant informed me that she would have an new phone delivered to me immediatly. (I have the recording of the conversation).

On the 5th of December at about 9:30 I phoned to MTN as to esquire why I have not received my phone or a sms for delivery of the said phone. As stated all recordings are available.

after phoning 5 to 6 times I asked to be escalated to a supervisor. I was put through to Maude at retention (PHone number ********** .

Maude promised me a call back within the hour. It never happened. I phone after one and a quarter hour and was asked to give her another 15 minutes. after another 40 min I again phoned.

Since then Maude has not been answering her phone.

I phoned the retention department again and asked to be put through to Maude. She didn't want to speak to me and I was told that she would phone me back.

Is this the service I deserve? I think not.

I have spoken to DSV to a man called Luke and he assures me that the problem is with MTN who canselled my phone delivery.