MTN UPGRADES AND POINT OF SALES

I have a contract with MTN that is due for upgrade, I was called by one of the consultants for my upgrade,did application online and everything was approved when the package has to be delivered the status keeps stating “returned to MTN “ I did the second application and the status is “system issue” I called to cancel the application and I’m told that the point of sales is Mondo/RewardsCo and they telling me about 3-5 working days and it has passed,everyday I have to call them and ask if they have cancelled,when am I going to stop calling them because I never received any parcel and they just have to cancel my application then I will go somewhere to apply for a new phone. I have been a very loyal customer of MTN but this is frustrating.