Paying for a phone I don't have

My upgrade was approved on the 21 September 2017, on the 11th of October 2017 the courier company came to deliver my phone but they could not verify my ID number to my parcel, so they had to take my phone back to MTN warehouse. Since then I have been calling MTN to find out the whereabouts of my phone and no one can give me direction as to when I can get my phone or cancel the contract. I am currently paying for a phone I don’t have. They only response I got was the matter is being escalated and after that no feedback. Ref CR ********** 5, MR ********** 2.