MTN ombudsman

A person sold me an upgrade online and promised that the person who delivered the phone would assist with transferring from my old phone to the new. a courier company contacted me wanting to drop off the phone. I contacted MTN who supported the person who had **** to me and someone said they would get their manager to phone me. I told the courier they must not deliver the phone as I needed assistance from MTN. to date, I have not heard from the manager, I have contated the ombudsman via email TWICE(***)and another person on *** telephonically and have had no response. They are already charging me on the new contract but i do not have the phone and NO-ONE from MTN has assisted me with this complaint. I would like to know from them, who will assist me if their ombudsman does not have the decency to respond to my emails!!