Still no delivery, almost 3 weeks later...!

I placed an order for an upgrade on the online store on 25 August. When I hadn't heard anything but the 29th, I queried this by email, and still heard nothing. On 30th I still hadn't heard anything, so I phoned and was told that the order was in progress. After numerous calls to MTN and the courier company, I am still waiting for delivery of the phone. It appears my contract has already been upgraded, but after almost 3 weeks I still don't have the phone. Nobody at Mtn or the courier company seems to know where the phone has got to, they just say I must keep waiting!! I called the number to cancel the upgrade today, but nobody answered that line after waiting over half an hour! Can this honestly get any worse! What does someone have to do to actually receive the phone that they're already signed up to pay for?? If anyone can actually sort this out, one way or another, the reference number is ********** 56.