Unhappy with MTN SA

I have been with Mtn for over 20 yrs and am appalled at the service recieved with my last upgrade attempt. I was due for an upgrade in December, and went to the store but unfortunately the phone I wanted was only available online. I went ahead, with the assistance of the store staff and ordered the phone on line. this was the 18th of January and to date I have not recieved the phone. What is more aggravating is the fact that since the 26th of January, I have been trying to cancel this order and no one can help. As a result I am not able to cancel my contract, or upgrade to a different phone since there is an open order against my profile And in the meantime, I am being debited for a contract that has expired and for a phone I have not recieved!