NO Customer Service after 20 years of being on contract.

<p>I am exhausted in trying to solve an issue with MTN that should be the easiest thing in the world to do. I chose to upgrade via telephone (rather than at an MTN branch - for convenience you know), as I've done for my past two upgrades. The upgrade itself was effortless, but the new phone was never received. When I called the Upgrades department, I was told that the phone was sent via courier but they found no one at at home, so it was returned to MTN. After several calls, I found out that the courier not only went to an old address (this despite the fact that during the upgrade process I was asked for and updated my address), but they then tried to call me on a landline number that isn't mine! Why not on my registered MTN number I ask??? Since then, I've made numerous calls to the Upgrade department to enquire about re-delivery and been passed from piller to post, including being told it will be resent in the next seven days, redirecting me to the courier who confirmed that the device has never been handed over to them, promised to escalate my query to a supervisor who will call me back within the day and a final excuse that they cannot reissue the phone and that I have to go back to Customer Service for them to reissue the phone - again with an email to the orioginal customer care service agent who will be calling me back within the hour. Needless to say, through all if this, no one has ever called me back or made any attempt whatsoever to contact me. I thus called Customer Service myself and was told it's not something they deal with (how can customer serivce not deal with custonmer issues I ask myself again???) and that the correct department is Upgrades.... !!!! I phone Upgrades again and they promise to send an email to some or other supervisor that will never call me back. The departments are spread between Johannesburg and Durban and no one can ever get hold of anyone as they don't work in the same area. The only "reassurance" that I've received from MTN is that I'm not the only person with this problem and that they often have an incorrect contact number for the courier... so, 1) Which department is actually responsible, 2) Why is the courier not contacting me on my registered/confirmed MTN mobile number (which would make sense to me), 3) When will MTN ever call me back, 4) If I never phoned to enquire, MTN would not have called me to even let me know that the phone was returned - is this Customer Care??? The worst part is that I can't even just cancel the contract, as that seems to be another mission impossible. I am frustrated, disappointed and down right fuming!</p>