Terrible service from MTN

I have been a MTN client since 1999. I have never ever had an issue and now I have one that can not be resolved. I received an upgrade via a lady that called me from Mobile Direct on behalf of MTN, returned the phone the next day to MTN Bayside because the phone was glitching. After 17 phone calls, escalations to managers etc I still have no answer on where the phone is, when do I receive the replacement or how I can go about cancelling the darn upgrade contract. Everyone except one person has been exceptionally rude about it at MTN.