Upgraded a month ago and still no feedback

On 2 Nov 2020 I did an upgrade of my 2 contracts with MTN. One is my normal phone, the other my LTE Modem. I have received the confirmation email for both.

By the 19th of Novemeber, I have not received the phone, nor any feedback. I called multiple numbers at MTN and got to the DSV couriers. They said MTN gave them only the one number to call, which happens to be the LTE modem, which obviously won't work. They said I need to ask MTN to send them the correct number. I called the Retention Centre at MTN and they assured me that they will send the correct number to the courier.

By the 26th Nov, still heard nothing. I called the Courier. They said they still have only the wrong number and no one sent them an email. I called MTN Retention again and they said they will email the Courier. They placed me through to the courier again. I requested the status of the package, and after a while they said they sent it back to MTN warehouse. I called MTN Retention again, they said they'll check and call me back the same day. No one called back.

1 Dec, still no feedback, no phone, not a single call. I called to request that my upgrade be cancelled. They said they need to escalate and check. They committed that they will send me proof via email that this happened. I received nothing.