pathetic upgrade experience!

I have been a loyal customer of MTNs for over decade but my current upgrade process has been an absolute nightmare! First delivery, the DSV driver comes at the wrong time and promises to return, he does not. The second time which was on the 24th March, my fingerprints didn't capture correctly on the scanner so he couldn't deliver, it is now going to the third week I am waiting for my handset. I called MTn and they referred me to Mondo who were not very helpful the first agent I spoke to put the phone down on me. I then tried to get through to mtn upgrades and the agents would mute themselves and cut the call, then I finally get through and they advised me that an email was sent to DSV for a manual delivery, I called DSV this morning to schedule the delivery and no instruction has been received so now mtn has held my handset!!! I am extremely frustrated with this process and all I want is my handset so I can enjoy the thing I am paying for. can someone please help me??? Or should I just cancel if this is what I can expect in future???