MTN upgrade disaster

I have a current cell phone contract which has been in effect since about 1995.

I have been due for an an upgrade towards the end of 2021. I have been trying to effect the upgrade since Oct 2021 via MTN's upgrade site, several visits to MTN Oakfields and also sending several emails to MTN's complaints address. The upgrade had to include a new device which is important for both professional and personal purposes.

MTN has not been proactive at all in getting this resolved and continues charging me for a device which I do not have nor has ever been delivered to me.

In anticipation of the upgrade I purchased a low end device in cash just to keep me going but which I had to return as it stopped functioning after a number of days. This was replaced by another cheap device which is also about 33% dysfunctional but which I am forced to keep in expectation of a proper new device. On one occasion Nov or Dec 2021, MTN Oakfields staff informed me there was a systems error on my account, and that it would be resolved within a couple of days. My most recent visit to the same shop on 11 Jan 2021 only revealed that no progress has been made.

The service is very bad with no effort on MTN's part to keep me informed and they are still charging me for a service which I do not have!