MTN - terrible service

Horrible experience I am currently having. Did an upgrade via online and when the phone came it was faulty! Didn't even turn on. It has been almost two weeks now and no one can give me update, phone this person and then that person with no help. There is little to no communication! This is MTNs full mess up, I should be made a top priority to sort this out instead I am sitting here wondering if I am ever going to get the phone or an update. But why would they care? They getting paid regardless as the contact is still on my name. Will never take out another contract with them again. Sis