Mtn online upgrade's disappointing experience.

After having a few contracts with Mtn over the years, I went online to do an upgrade which was approved I on 22 August but the phone was never dispatched to me even though they started deducting the amount from my account.I have made several attempts to get hold of the right office to resolve this but it seems it doesn't exist all I get is escalation after escalation and there is no response from them what so ever. At this point I just want to cut ties with Mtn but they will tell you that you must contact the online team yet the team can't be contacted directly I am starting to believe that either these managers don't know what they should be doing or they don't exist. Please MTN honour your agreements with customers ?