Upgrade no handset for 4+months

I am extremely disappointed with the service of MTN Direct. I did an upgrade in November and still don't have my phone. I phoned the call center and was told it would be replaced in 10 days by Jack and Shericka in the Johannesburg branch that was mid December. I went to the police station did an affidavit and handed it in with Hartbee****rt MTN still nothing!! How can this be service... Can someone please assist me to cancel and redo my upgrade?