No update on my router and sim .

Have ordered a month to month MTN router and sim package online. On Monday this week I received an email confirmation saying is packed and ready to be collected by the courier DSV. Since then nobody could assist me and have paid online and upfront in advance. I contacted the couriers DSV and they do not have the package with the m as yet and no updates on tracking or a waybill. I called MTN several times and only today one of the agents escalated to the sales team handling this. Extremely slow and unsatisfying service. Hope MTN complaints can handle this as I require this router for work. Am extremely anxious awaiting what will happen next.