MTN not delivering on service

I went to the local MTN shop to do an upgrade, they informed me that they had to order the phone before I can do the upgrade, which I had no problem with. The very next day someone from MTN Direct contacted me to do the upgrade as she told me the branch gave her my details to do so. I could hardly understand the woman but insisted to do the upgrade. The lady again phoned me on Monday to confirm my delivery address which took forever as I cannot hear what she says and she does not understand a word I'm telling her.<br> I now tried to contact MTN Direct on ***, but was placed on hold for more than 10 min - this is totally unacceptable!<br> Long story short, I still did not receive my phone and the MTN branch informed me that they never requested the call center to contact me or any of their clients and the best part is that they would not be able to assist if I need any assistance as I would have to work with MTN directly. The lady did not inform me as such, otherwise I would never had agreed to do the upgrade telephonically! I'm furious and phoneless!<br>