Upgraded but not delivered

On the 3rd August I app**** for my upgrade and ordered my new phone and it was approved within minutes, however, it’s been almost 3 weeks and I still haven't received my phone and I can see on my billing that I'm being charged for the new contract already.

I've contacted DSV (MTN's new delivery company) with the order number that MTN gave me and I was told it belongs to another client, but when they use my ID number they say they haven't received any packages for me. So, I called the MTN call centre again and they confirmed that I had the correct number and that the package is with DSV.

Needless to say I've been calling both companies and every time I get the same answer. DSV is at least more helpful as I've managed to get a name of a supervisor who's been assisting, but he can only do so much as he's waiting on MTN to assist him.

I called MTN again yesterday and they won't put me through to a manager/supervisor to escalate this matter, I was told to send an email, which I did yesterday morning and I still haven't even had an acknowledgement of my email, never mind assistance.

I feel like I'm being sent from pillar to post and no one is take accountability and is willing to assist.

Please can someone assist with a contact number or a way to escalate this matter to get it resolved.