Pathetic Service - upgrade

Pathetic service from call centre. I did an upgrade via internet and received a call that my phone will be delivered, when I followed up I was informed that the package was recalled by MTN..... and that was the last info I received - I have phone the call centre numerous times just to be transferred to numerous people - without any result - I upgraded on 14 May and it is now 11 June and I still don't have my phone but was billed for the new phone... When will I get my phone. I am contemplating cancelling my contract and moving to another provider that will offer assistance - any assistance will be better than what I have received from MTN