Where is my new upgrade phone?

On 12 November, I app**** online for an upgrade on my 2nd contract. On 13 November, I received an sms confirming I had been successfully upgraded. As per the MTN App, there is now 30GB available. My question is - where is the phone I app**** for? It has not been delivered to my work address that I provided. I have not received any notification of a delivery. I have now had the most awful telephone experience calling MTN to try follow up and was told to phone the courier company. What courier company? What reference do I provide?