Upgraded contract and no device delivered yet I am being billed for it!! No feedback from MTN

I upgraded my cellphone contract over the phone with MTN on 09 November 2017. I was promised delivery will take place within 14 days. I was called by courier company to say it will be delivered on Tuesday 14 November between 12 and 2pm. The phone was not delivered. I called the courier company and I was advised that the MTN requested the phone back at which point I knew something was wrong. I made many calls to MTN over the last few weeks and no feedback - no one knows anything - always referred to other departments. I go into the MTN store at Fourways Mall on 24 November and I call MTN/CCI ( ********** 241 number) and they get me in on a 3 way call with the courier company. Courier wanted to speak to MTN alone at which point I intervened and indicated I wanted to know what's happening - I was advised there has been an 'INCIDENT' but no explanation what exactly. (I can only think it is theft of the phone) I asked for the contract to be cancelled immediately - told it takes 5 to 7 days and someone will call me in the new week to give me feedback - no call received. I call ********** 241 again and speak to Charmaine the Manager on 01 December as I want to know if the contract has been cancelled as I received no feedback. (I have also still not received feedback on the 'INCIDENT' either) Charmaine cannot advise as she has to speak to the person who is dealing with the cancellation - and all this time MTN takes R1404.03 off my account on 30 November for a phone I never received!!! Service at MTN is non existent - good or bad. Full of empty promises and no one and I mean no one can take ownership for anything - it is always another department that has to be contacted. Let me be clear MTN: 1) I want to receive feedback on what happened to the device and I want to know why I was not informed through the process, 2) I want to be refunded all of the money you have taken from my account that is related the device I never received and 3) I want the contract cancelled immediately with no penalties attached as YOU are in breach of contract. Your service is absolutely disgraceful and it seems customer service is unimportant to you. Disgraceful that such a massive organisation cannot get simple delivery and customer interface right!