Upgraded - but no phone ????

I attempted to perform an upgrade via the call centre of MTN, which they processed immediately, but they have not provided a handset as in the contract. Surely this is *******? I have tried on at least 10 occasions to call them, but I am kept "on hold" for 30 minutes or more. I feel I have been hijacked by them, and want to cancel this "contract". The customer service agents, when one eventually does reach them, are extremely rude, and make no attempt whatsoever to assist. MTN, you should be ashamed of yourselves !!!!!!!!!!!!!!!!!!!