New phone transaction lost

I bought a new phone from the MTN website, paid and immediately received an e-mail stating the reference number and the courier service that would deliver the device within three days. Today, after a week, I phoned, going through numerous channels with all options of just speaking to someone at MTN, they do not pick up the transaction, neither has the courier company received the order to deliver it to me. I also went to nearest MTN shop, they can't help me, especially because i'm a prepaid customer. I really need the phone urgently, but no one knows what happend to the transcation. I want my money back, since you can't deliver or probably don't have stock (the store i visited did have stock). I'll log a ***** case if you can't sort this out and give me the phone i paid for this week. sort out your poor admin and logistics. Don't make promises you can't keep.