No regard for customers

I recently received a call from MTN because my other number was due for an upgrade and I agreed to the upgrade (this was done on the 1st August 2017) and up till this day the phone hasn't been delivered, I keep on getting sent from pillar to post and I am not getting anywhere with this, where is MTN's loyalty to customers?? Why does it take a whole month to deliver a phone?? How hard is it for someone to pick up a phone and advise what happening??? I have sent numerous emails and this person will respond saying so and so will call me, the next day that person will email saying another person will call me