Service delivery

I requested an early upgrade on 17 May 2021 because the device is broken. The original date for upgrade is 18 July. The agent transferred me to Retentions and the agent said he will call me within 2hours with the answers. It's almost a month later. I phoned again this morning and after holding on for more than 40 minutes they again said they will phone me back. I'm still waiting. Is this now going to take another month? And if approved how long will I wait for the device? Another month? The reason for applying for an early upgrade is because we need a device urgently. Mtn's service is absolutely pathetic. No service delivery.