Undelivered Phone, no information on status of Upgrade

I made a request online for an upgrade, i spoke to the most friendliest contact centre agent, who listened to my request and gave me the best deal possible. The upgrade was done on the 4th and a received approval on the 5th of August. I subsequently also started receiving my my data , sms's and minutes as per the upgrade. I was promised that my package will arrive within 7 working days. It has been 3 weeks and I still haven't received my phone. When I call the mtn online number, i get redirected to MTN direct, but they can't help me. I have tried to cancel the upgrade, in order for me to get an upgrade instore because i really need a phone. This is really horrible service from MTN. i am still waiting on how can i cancel my upgrade and go instore to complete the upgrade because it's been a month, how much longer do i need to wait for my phone. Because come 01 Sept, money will be deducted from my account whilst i don't have a phone