Upgrade

I did an upgrade on the 08th of Nomber 2017 ,wwas assisted by Hope from the Joburg contact centre.. initially had taken an iPhone 6 for 699 but saw a different offer for an iPhone 7 for 699 called the upgrades department to change the deal was advised that the courier department tried getting hold of me and I should cancel the order with them 1st so that I could get the phone I wanted,I've been calling for over 10days and each time I get told I am through to Durban and they will ask hope of her supervisor to call me and non of that has been done..called again today was told they try to help and should expect a call at 14:00 it's 14:16 and still nothing has been done. not that I'm surprised because I've been told numerous times that I wouldn't get assistance but it hasn't happened...I'm not sure if this is the kind of Service MTN is striving for ..I don't want the device anymore and want the upgrade to be reversed so I can cancel the contract but non of that is possible because I'm being sent from pillar to post and I don't understand why is it so difficult for MTN consultants to take 3minutes of their time to give customers feedback.i am very furious and really tired of this bad service