No delivery for an upgrade

I was due for an upgrade in July 2017, one of the mtn upgrade agent called me reminding me that my contract was due for an upgrade. I requested a brochure to be sent to me of which I did receive. The upgrade was done and I started to receive data , sms's and minutes as per the upgrade. I was promised that my package will arrive within 7 working days. It has been 4 weeks and I still haven't received my phone. When I call the mtn agent, she has no answer as to when I will receive my phone as it seems like she doesn't know what is happening herself. When I call their upgrade contact center there is no one answering. This is a very bad service and a breach of contract. I don't recommend anyone to upgrade with mtn.