Poor Service, No assistance and excuses, excuses!!

I ordered an upgrade to my contract in the beginning of December. The following day I requested to change the device. I was told that I had to wait to receive the device that I did not want, send it back and then request the other device, which is totally ridiculous but I comp****. For the entire first week of January I have been trying to order the new device with very little urgency and assistance from the MTN staff. I have been paying for the new device for a month now and urgently need a new phone but am told constantly that I need to wait for this or that. This is a classic example of poor customer service that we have learnt to accept from Cellphone companies!!!