Shame on your staff MTN !! Or is it MTN ??!!

I can just laugh. Getting angry do not help. So, my wife gets contacted by MTN for an upgrade on 6 March 2026. On 13 March the courier service arrives to deliver. My wife is so excited about her new S26 phone upgraded from 256GB to 512GB for free on special. Sadly, the biometrics do not work for any of her fingers' prints. The courier informs her to contact MTN to request a manual delivery. This we have been doing several times and promises are being made and not delivered on. Today is 14 April and she still does not have a phone....and the special do not exist anymore. Yet the phone is still residing at the courier's office. Well, today she spoke to another employee from MTN. We were told that all manual deliveries need to go to a specific section/department for approval, but that "no devices have been approved by this department for manual delivery forthe past 2 months or so" "It take long to confirm all documentation (all contract holders are FICA'ed and RICA'ed - so what is the issue?) to ensure that the device is delivered to the correct individual. And who is suffering in the end....the client. Still waiting for her special phone. But now there is a bitter taste in the mouth. Contemplating cancelling MTN and porting her number to another service provider. There is no contract upgrade. MTN defaulted by not delivering as expected....by not providing ANY feedback. My wife had to phone every single time. Shame on you MTN staff. You are tarnishing the reputation of your employer. Where I used to work that was a dismissible offence