Phone delivery

I app**** for a device over two months ago then I lost my I d and they couldn't deliver it because there is only one process now after I've received my I d I have to run around trying to find out where my phone is that I'm paying for yet I don't have it and I've just been to mtn head office and I was told they offline and no can come outside to assist me and check or arrange for delivery. But in a few days they will bill me for the phone again that I don't have