SHOCKING SERVICE FROM MTN TO A CUSTOMER OF 23 YEARS!

SHOCKING SERVICE. On 20 September I telephoned MTN to ask if I could pre-order an iPhone 11 as I am due for an upgrade. I spoke to Naydene Emanuel. She said I could pre-order and she would take my details and phone me on 27 September when the phone was released. She did so and on the 27 September she phoned and I was very impressed. She did the upgrade over the phone - I ordered an iPhone 11 256Gig Green. She sent me an email with the tracking number for the couriers and told me it would take 3-5 working days for my phone to arrive. This morning, when it hadn't arrived after more than a week, I phoned the couriers to be told I was not on their system. I then phoned MTN trying to speak to Naydene (having also sent her an email). I spent almost two hours being pushed from pillar to post, being put through to Naydene who promptly hung up on me, being told by another agent my upgrade was cancelled, then trying to get a supervisor or manager to take my call (they were all in meetings, apparently). Eventually I went through to retentions with the intention of cancelling my contract AFTER 23 YEARS OF LOYALTY TO MTN. Boitumelo Phusoane was so helpful and talked me down, saying she would investigate what had gone wrong, but that there was no stock of the iPhone 11, especially not in green. It's now 17H00 and I have yet to receive a call from the upgrades department and Naydene to tell me why my upgrade was cancelled and why I have no phone, after pre-ordering it and her sending me a mail to say it was on its way. With a tracking number and everything. THIS IS ABSOLUTELY UNACCEPTABLE. Is this how MTN rewards loyal customers? This is my 11th upgrade. Perhaps I should have left it at 10 and gone elsewhere after all. I am SO angry.