MTN Upgrade

We were due for a cell phone upgrade and said upgrade was approved last week, with the promise that the phones will be couriered to us right away. Since then we have had numerous SMS's and phone calls from consultants enquiring whether we want to upgrade ? (Note : upgrade already approved, waiting for phones) Every time the consultant checks the system and confirms that the upgrade has been approved and he / she will ensure that the phones are sent to us. To date we have not received anything. I also sent whatsapps via the number provided by MTN, and there I just get a "how can I help you" reply and that's it. We are very unhappy with this service, hopefully someone will feel the need to react on a Hello Peter complaint.