Upgrade disaster

I did an upgrade on the 4th of December i received my bundle but never received the phone because they didnt have stock yet they finalised the upgrade and im paying the whole amount at the moment. Sent emails phone numerous times no one can help me so i took it to facebook where i was ****med on their page by people claiming to be from MTN and still nothing from MTN South Africa. I decided to cancel the online order and rather go instore and thats still a problem cause for some reason i cant upgrade because the term date hasnt changed. Been phoning whole week already they are telling me now that the only person that can help me is the person who initially helped me with the upgrade Tracy Pillay. Does she even work for the company anymore because i never heard from her after she did my so called half upgrade in the 4th of December and i have been trying to send email there was no reply. So now at the moment im paying for a phone i never received and they dont allow me to cancel it so that i can upgrade instore. And because of MTN i am a victim of identity theft to top it all off. I would never recommend MTN to any person i know ever again