No upgrade - even months after

I was contacted by MTN in the beginning of September to say that my upgrade was due. The lady gave me options and I chose on (i had to answer a few questions for security purposes). She said that delivery takes place between 7 - 10 working days. I received and SMS from MTN notifying me that my upgrade has been successful with my new upgrade date in 2019. After about 2 weeks, my phone had not arrived yet. I contacted MTN through a variety of different platforms - Social media pages/emails/phone calls but never got anywhere. They would first ask me many questions which I answered, and then they would ask me to "hold the line, I will transfer your call to someone who can assist you" - I never got passed the first caller!! I went to the Ballito MTN shop, and the customer service was absolutely **********. I was very patient though - but the woman there said she can't help me at all because I ordered online, and not through the store (how crazy??) she could not even track my phone??

At the end of October, a lady phoned from a courier company and said my phone will be delivered in a few days (asked me several questions etc).

My phone has still not been delivered?

I am absolutely shocked at the horrible service I have received from MTN.