MTN service is SHOCKING

My family members have had such bad experience with MTN service. We took an upgrade on a phone and we never received the phone.... After many complaints nothing has been done. Always one excuse after another. Phone this one... email this one and still no response. Now I have been on the phone for 30 minutes holding for the retentions dept and still no answer. Shocking service and you still take money every month. And to top it off when you call the existing contract number the ID name on the true caller is clearing not our name.