Upgrade phone not delivered after 5 weeks

I have ordered an upgrade on my MTN contract on 15 September and to date have not received the phone. Numerous attempts to the call centre have not resulted in anything else but a promise for the original consultant to call me back.

My question is, why in a big company such as MTN can their consultants not assist on a client's account unless they were the original person to do the application? And why can they then not put me through to the relevant consultant so that we can get the matter sorted???

Please contact me urgently as I would like to either get my phone delivered or have my upgrade cancelled.

Thanks