Replacement phone nightmare

I have spent hours on the phone with different MTN consultants (via 135), each saying different things.

Order of events: - 3 Dec 2022: App**** online via website for an upgrade. - 15 Dec 2022: received new Samsung Galaxy A52. - 6 Jan 2023: phone malfunctioned after the first software upgrade. - Jan 2023: handed in phone at MTN Mooirivier Mall, Potchefstroom. Consultant: Annalize Erasmus. Booked in for repairs / or new phone. - Feb 2023: MTN confirmed that warranty was approved, a new phone to be sent to me via online dept (not MTN shop). Reference given: IRMS***. - 2 March 2023: Annalize from MTN shop called and said that everything was approved, I needed to phone online Dept via 135 and arrange for delivery of the new phone. - 2 March 2023: I phoned 135 and spoke to someone at online Dept. She confirmed that everything was approved and in place, she found an A52 replacement, booked it for delivery via courier. Also said that I will be credited for the time I was billed but did not have the device. Said courier will phone me Friday 3 March. - 9 March 2023: I phoned DSV couriers, nothing on their system. I phoned MTN, who put me through to Mondo (for the first time). Mondo said that the process I described was wrong, I should not receive a replacement phone. The upgrade must be cancelled and I need to apply for a new upgrade. Mondo can't find any evidence that I handed in my phone at MTN Mooirivier Mall. Must first check with their shipping dept, will then contact me regarding the cancellation of the current upgrade. Can take 1 - 2 weeks. Thereafter I must reapply. I phoned MTN again to double check, after seeing many complaints about Mondo online. MTN consultant said that it did NOT go through Mondo. Mentioned a company called Sorbcom (linked to MTN online dept), and she will put me through. Gave the direct number in case I got cut off: 011- ***. Got cut off, dialled the direct number. NUMBER IS FOR SORBET, A BEAUTY PRODUCT COMPANY! Phoned MTN again, got put through to departments of Retention, Sales etc. Nobody can help me. Mondo does not show on the system on my profile. Lastly they said I must email this to this email address to get things sorted out.

PLEASE CONTACT ME URGENTLY AND SORT OUT THIS MESS. I REQUIRE THE PHONE URGENTLY FOR WORK AND PERSONAL PURPOSES, MY OLD PHONE DOES NOT WORK PROPERLY ANYMORE.

I WILL ESCALATE AND REPORT THIS TO AS HIGH UP AS NECESSARY. IT IS COMPLETELY UNACCEPTABLE.