Unaccpetable service from MTN

I am writing this review/complaint on behalf of my mother. In the middle of April she received a call to upgrade her contract which she agreed to. It is now the 6th of June and she still hasn't received her phone. My mother is 74 years old and a pensioner. She has used about R500 worth of airtime to try and sort out this mess. She gets sent from pillar to post every time she phones. She has been to various MTN stores 4 times and everyone promises to help her but nothing gets done. She struggles to walk so it's difficult for her to get to the stores as they are almost all in malls and she can't walk very far and a lot. She has also tried to cancel her contract a few times but they just keep telling her that they can't help her.

This is unacceptable - what must she do to get any help????????

Very angry and frustrated daughter.