Service delivery - What service delivery?

On the 30th of Aug I received an email from MTN with a contract upgrade option. That same day on my way home I stopped at the Baywest MTN store to do the upgrade. It is now exactly 2 weeks later and I have not been allocated the package that I signed up for. I have phoned the 135/808 call centre every day now for the last 5 days and have called the store multiple times and all they can say is "it is out of our hands". Last Friday I received a ref number for my call and they said it can take 48 hours for a response. So when I called yesterday they decided to give me a new reference number (I suppose because the other escalation has now gone past 72 hours) . I have emailed two seperate call centre agents the email I received and the store has a copy. To date, no one has had the decency to call me and keep me updated.