Paying for a phone I never received

I logged a ticket on 25 Oct 2019. Still no answer.

I'm paying for a phone I never received. When I go to the shop, they say that they will "escalate it to the correct department". I even phoned 135 and they said they will look into it. Still haven't heard anything. At first the MTN shop even said that I am lying and that I did receive the phone. I have never received the device and even asked them to provide proof where I signed for it??

Anyway, since I never received the phone, according to me a contract has never been initiated. I just want to be refunded for the device that I have been paying, and would also like to enquire the cost of stopping the contract and switching over to pay-as-you-go. But all of that is in the ticket if someone will just look into it....