MTN online upgrade disaster!!

Struggling for 2-3 months to upgrade online (Since June). Constantly doing credit checks. Finally got it done & received the wrong phone. Went to 4 MTN stores before they would accept the phone for exchange (August) . I was promised I would received the correct phone in 7 working days. 3 months after this still no phone, yet I am being debited for full contract amount of R1198. I have sent countless emails with no response.