MTN nonexistent customer service

Problem #1 : On December 17th 2020 a phone (not what was promised in a contract upgrade agreement) was delivered to me

Problem #2 : Between December 21st and December 29th 2020 I sent 3 emails to *** to find out how this problem could be resolved - all I got were automated replies with reference numbers

To follow up on the emails, I regularly called every number on the MTN website without success, holding on for up to 15 minutes on some occasions. Never any answer

Problem # 3 : On Jan 18th 2021 my call to 183 135 was answered but all I was told was to write to ***. I did this straight away . There has been no response

Problem #4 : Today (January 26th 2021) I went into a MTN store and was given an email address for a manager - *** so I sent a mail only to get a delivery failure notice

So here I am trying to solve 4 problems .... The revised terms of a contract upgrade have been implemented by MTN but the new phone is still in the wrapping and waiting to be returned to them; I have phoned, sent emails and I’ve gone into one of their stores without getting a single positive response to advance the situation

One thing they MTN does seem to get right though - when I opted for “cancel contract” on one of their automated systems the response was clear “you do not qualify to cancel your contract”

So I’m wondering if there’s just one problem - MTN?