Sibusiso a Supervisor at retentions not returning call after confirming that he will on two occations

Long and short I upgraded around 14 September have not yet received my phone, after what I calculate is around 7 hours spent on the phone between DSV mounties, MTN, Summer mobile I still have no phone, even though I'm paying for the new contract. I kind agent told me it should be possible to cancel if I call ********** . Each time I have to recount the whole story and I'm really tired or this process. Finally, I received confirmation from one of the retention supervisors, Sibusiso that he will call me back yesterday within 3 hours, I have a recording of the call. No call received, called again, confirmed both my numbers again. They confirmed that I would be contacted by Sibusiso soon, still no response. What more must I do??????????????

The only thing left is to send back any future debit orders from MTN