Mtn won't authorize a manual delivery

I upgraded my phone online on the 17th of March and the phone was supposed to be delivered on the 24th. The delivery failed because of biometrics and the dsv driver said we must get mtn to authorize a manual delivery, so an mtn agent said they authorized it and that the driver will deliver the phone on that friday the 28th. The 28th came and I got no phone so I phoned dsv and they said mtn have not authorized a manual delivery. Ever since the 28th I've been going back and forth with mtn and dsv. I've had 4 to 5 mtn agents tell me that they authorized it but the last agent I delt with said that only the supervisor can send manual authorizations and that was on the 4th of April. My contract officially ends on the 16th of April and I can't complete the upgrade until I put my sim in the new phone. It's now almost 2 weeks and mtn still won't help me. I keep getting passed around from agent to agent and they say they will call back but never do, it is the same story with emails. On the 7th of April enough time will have passed so that I can log a complaint with icasa . Has my phone been ****** has it been damaged? Why won't mtn help me? This is also my 2nd hellopeter post about this situation because I am not getting any help.