Unable to deliver my phone

Dear MTN, I have not enjoyed one moment of my upgrade process so far this year. First, either you or Samsung have decided to create a "shortage" of the Samsung S23 that I wanted to upgrade to. I could buy one for cash if I wanted to, at various stores. But MTN? "No sorry, we have none even though we advertise them in our monthly special booklet". Then I sign up online to upgrade to the S24. Someone phones, all goes well. I inform this person I lost my ID, I have a passport and driver's license (both are legal forms of identification, by the way) and she says that's fine. DSV was not informed, they phone me and refuse to deliver and refuse to sort this problem out so now I have to phone call centre's, send Facebook messages and try to reach whoever i can to sort out your mess. No one can tell me why, "them's the rules" is all I hear, rules made by MTN and DSV by the way, but seems like no one can do anything? So am I getting my phone or not? Time will tell. But your end of the bargain is: provide me with a phone, and so far your end is not being upheld. So what does that mean for this "contract" I have entered into with you? Nothing, you'll take my money on time, no matter if my phone is still lying somewhere because apparently my passport is a figment of my imagination and I could not use it to enter a foreign country or anything like that. Why would I be able to accept delivery of a cellphone with such a powerful form of identification, what a ludicrous thought on my side!

Why do I have to struggle for days every single time I upgrade or take out a new contract and how long before I decide to rather make use of Vodacom or Cell C?