POOR SERVICE

My contract was due for an update almost two months ago. I visited the shop at Soneike Mall and they were going to source my requested handset. They never got back to me and then a Company by the name of Velocity called me and informed me that they deal with MTN upgrades. After an hour long call it was agreed that the handset will be delivered to my office and that I should have my proof of residence and copy of ID at hand in order to release the handset and the signing of the contract documentation. After 3 weeks nothing were delivered and I then visited the shop. I was then informed that my account shows that I did not request a handset and was also charged R309. for what??? I then starting calling the customer service line and after speaking to 8 consultants over 3 weeks, who all have different solutions I am still without a phone. I then lodged a complaint on their website and go the following reference MTN REQ:***. Now two weeks later no one can help me!!! How can they allow a third party to access and update my account without me signing any documentation. This is *******.