Shocking lack of customer service

I have been waiting for over a month for a simple upgrade and have had absolutely no help from any of your service lines - customer care or sales. The one simply tells me to phone the other. Firstly I was incorrectly informed by MTN that the first phone I chose as an upgrade would be able to use Google apps, so we had to replace it. That phone was collected from me by courier for return to you on 17 June. I had been dealing with an agent from MTN Direct KwaZulu, but he went on leave and told us his supervisor would be in touch. This has not happened. Today I received what seems to be the same phone back again!! Can someone please sort this out. Ref Number: UV*** Upgrade approved: 27/5/2020 First phone returned: 17/6/2020 New phone requested: Samsung Galaxy A20