Poor service with upgrade at MTN Direct

Did an upgrade with MTN Direct ( ********** 667) in March. Received phone, but sent back for warranty assessment due to faulty camera / software issue with camera app. Replacement was approved but in 2 months received no feedback of when replacement phone was sent / will be sent. Eventually grew fed-up with waiting (while paying higher subs as well during period since upgrade was done, but still using old phone). Phoned MTN Direct again last week Tuesday (29 May 2018) and requested cancellation of upgrade (Ref ********** 98). Want to rather do upgrade in store, but process now held up since upgrade needs to be cancelled first at MTN Direct. No feedback received on progress with cancellation, phoned them again today. Requested to speak with client service manager - next ref nr ********** 26 given. Really frustrated and disappointed with the poor service and that client has to be inconvenienced in this way. Numerous phone calls made, no response to requests to be called back by original sales consultant. No urgency to resolve issues. Being sent from one consultant to another with no feedback.