MTN Upgrade phone never delivered but "Device Faulty" reason after 1 month wait

I am writing to express my total disappointment in MTN. My wife ordered an upgrade of her contract for a Samsung S22 and tablet package. Over a month she has been phoning the courier, MTN constantly to find out where her upgrade is. No one could tell her. The SBV courier phoned her in the first week to say they could not deliver due to "security concerns" in the area, and that was the last she heard from either courier or MTN. Finally today she got a reason. Noted on MTN system was "device faulty". She didn't even see the device. The Samsung special is now over. Something is very wrong with MTN and the way they treat their customers. Thank goodness I am not...