TERRIBLE SERVICE - MTN

I called MTN on the 04/04/2019 1:06pm call length 24 mins 12 sec to upgrade an existing contract for a SAMSUNG GALAXY A50 promo For R399 including battery pack , all details were captured and processed by the call centre agent who confirmed that I should expect delivery within a week. The following week DSV only delivered a Simcard and no phone, only to find out that the agent only loaded a sim for upgrade. I called on the 11th and on the 12th of April 2019 and spoke to an agent by the name of Theron on a couple of occasions including the team leader S Perumal who insured me they will cancel the upgrade of the sim card and call me back to redo the entire upgrade process for the phone again. S Perumal ,also promised to email me,to date I have still have not received a mail from her or anyone from MTN. I walked into the northgate MTN branch on 14/04/2019, to find out that nothing has been done yet regarding cancellation/ upgrade.The Gentleman at the branch assisted and escalated the matter with reference ( EPPIX REF : ********** 36 ), till to date I have received no feedback. MTN has not Abided by the recorded agreement , their customer service is absolutely pathetic . PLEASE MAY I HAVE URGENT FEEDBACK/ATTENTION TO GET THIS RESOLVED AS SOON AS POSSIBLE!