Upgraded and left in the dark

I not sure what is going on at MTN. I have been with you guys for over 10 years and never have I felt the need to complain. I have been upgraded, received an sms confirmation and that was it. Had to call the call center, spent 30mins to get someone to email me a copy of the contract so I know this is actually processed. Today I have tried ********** at least 8 times and NO ONE ANSWERS. 808 does not want to take responsibility or transfer me to the correct department. I am going overseas and I need my phone delivered before Friday. Can someone please urgently get back to me so I know whats going on!!!