Waiting for delivery of cellphone.... 9 Months and still counting

I have ordered and paid for a new Pay-as-you-go cellphone (Huawei Nova) on 27 April 2019 through their online shop.

This cell phone has NOT been delivered to me yet. According to the couriers it was returned to MTN. (In their defence: I was away from home without an ID document and requested that it be delivered later.) After MULTIPLE calls to the Customer Care Centres and several e-mail complaints I have not yet been able to have it either delivered or refunded. Everytime my query get referred to someone else, nobody is trying to RESOLVE it. (*** is an example.)

I have been strugling for more than 9 months to have this matter resolved. PLEASE ASSIST.....

Order number: ***