Non-delivery of device

I ordered an upgrade one one of my numbers 10 days ago. The upgrade was successful, according to an SMS I received, but up till today, nobody has bothered telling me when my device would be delivered. I repeatedly phoned MTN's 135 number, but got sent from pillar to post. I complained in writing online, and have asked 3 times when I could expect the device, but received no answer yet. I seems like a simple answer to the question: when will I receive the device THAT I AM PAYING FOR? is beyond MTN's capabilities. Was the device ever ordered? Does somebody else have it? Nobody at MTN knows the answer. To say that this is ****py service, would be to insult fecal matter.