Poor communication between the store and MTN Direct

I have been a contract holder of MTN since 1997 - a loyal customer. I upgraded (or tried to upgrade) in September 2020. At the store in Vaal Mall, I received excellent service but they did not have iphone 11 in stock. I have waited patiently for TWO months, when they phoned me to come and fetch my phone. When I got there and they tried to access my account, they could mot since MTN Direct has taken over the order. The phone would be couriered to me shortly. After 3 weeks i made enquiries and after a long search, I managed to get hold of customer services - which were no service any way. They said they do not have such an order and they phoned the store. I do not know the contents of their conversation, but the lady on the phone said all would we sorted out now and I would get my phone at the store. When I phoned the store this morning nothing has changed. There seem to be blame shifting from the store to MTN direct and vice versa. I STILL do not have a phone. It seems my only course of action would be to cancel my contract and move to one of the competitors.