MTN Upgrade with no phone delivery

MTN charged us for an upgrade with the promise of a phone delivery within 2 weeks. It is a month and we have paid the new contract fee 2x and no phone has been received. Cannot get through to callcentres. Customercare gives a reference. Tells us to go to any MTN store. MTN store tells us to phone customercare number which do not answer. Maybe report a case of ***** at the police station is the answer. THE WORST SERVICE I HAVE EVER EXPERIENCED!<br> We are pensioners and cannot afford to stop payment and have our phone suspended.