STILL BEING BILLED FOR A MTN SKY PACKAGE I DO NOT HAVE

I have been contacted 3 times for an upgrade. It has been more than 2 months now and I have still not received my phone from MTN Direct. I have phoned and left complaints on Hellopeter to which MTN has responded but never rectified. It seems as if I would actually now need to press charges of theft. They advised that once my phone is supposedly back with them they would cancel the contract and put it on pay as you go, and nothing has still not happened. I am now running into arrears on my account because the useless people cannot fix the billing and I have now been billed the second month for a phone I am firstly not using, because I do not have the phone or sim card. Please can someone phone me directly please.