MTN _PATHETIC SERVICE TO LONG STANDING CUSTOMER

I have been a long standing customer of MTN, possibly 10 year and maybe even longer. Recently I made contact with the Retention Department to renew my contract and get a new device. That process ran fairly smoothly. Then I received the device but not to my satisfaction as it was overheating, I took the device back to a store to return to their Head Office as purchase was done online. From that point onwards the service I received was beyond APPALLING/SHOCKING to say the least, Firstly, I got service with an attitude from the guy at the Concord Golden Acre branch store in Cape Town (not very helpful or friendly. His name was Marlin Julies. From that point onwards being the 29th October 2019, I have been in daily contact with MTN retentions trying to get a new device and or cancel contract. I literally call them every day and get the same story, we need the RMIorA number in order to assist you. I called various departments for assistance until someone eventually confirmed that device was at the warehouse on the 4th November 2019. So MTN has the device, yet still no one could help me to get a new device or cancel contract. I been referred to Supervisor after Supervisor, who strangely are never available and always are in meetings(no wonder no work gets done!) Eventually spoke to one supervisor SHARIKA, she promised to investigate and immediately get back to me...SHE NEVER EVER CALLED ME BAC****!. I have spoken to so many team members at the retentions department who promise to call me back AND NEVER DO !!!! ... I am truly shocked and disgusting at how pathetic the service is with MTN!!!!...I literally feel like i am being ****** as I am paying for a device i do not have. WHY WILL NO ONE HELP ME AT MTN....Please excuse grammer and spelling errors.