No willingness to assist in queries

I renewed my MTN contract at the end of November 2017 and to date have not received my new device , but I'm billed for the new contract . I tried contacting MTN on numerous occasions and they cannot tell me when I will receive my device. On the 19th January 2018 I called the 808 number and was on hold for more than an hour. I finally cut the call. MTN utilise a service provider called Summer Trading that processes all new contracts and there willingness to assist is disgusting. No one in the company seems to know what's happening nor willing to assist. I have been an MTN loyal customer for almost 20 years now and feel that the service I was given is unacceptable. Yello catch a wake up.