MTN - worst customer service

I bought a prepaid MIFI on Sunday 23 July online. I received emails from MTN confirming delivery will be through DSV. DSV contacted me to confirm the address for delivery. they did not deliver. when i contacted them the call centre agent indicated they Returned the product to MTN. I immediately phoned MTN on *** and after 8 minutes of holding for any operator they started sending me from one to the other department. after 48 minutes I eventually was cut off by them. is this customer service? I've already paid for the product yet no one came to back to me with any options - refund or alternative products.