Upgraded Contract but No handset received

I app**** for an upgrade online two weeks ago.I am on my Top Up 200 and upgraded with the I Phone 6.The lady by the name of Hope Pasha finalized the upgrade over the phone.I have a reference number for this upgrade.The handset has not been delivered to this day yet the upgrade is active and the money will be debited on my account for this yet I have no handset.I called MTN Direct and have been taken from pillar to post when I request to speak to Hope to get clarification on when I will receive the handset.I have also given an alternative number where I can be contacted but have not received any communication from MTN not even an sms.I want MTN to resolve this matter as I am currently not having a proper handset to use and want MTN to deliver my contract phone,I am not sure why they are not even communicating on my contract number because it is available.I am tired of calling MTN Direct and not getting any help from them even Hope has supposedly been left messages but she is not getting back to me.