Why cant MTN Direct or Head Office assist me!!!!!!

MTN Direct is failing to help me dissolve my issue, so they forwarded my mail to Head Office, who was helping but now no response in answering my mails. They send me the wrong phone - to whom must I return the phone if the store refuses to take it in - its still in its packaging unopened. This is not my fault and Im being billed for something I dont use - after Head Office rep**** via Email they wont deduct from my account. This issue is now going on 4 months - I need this resolved otherwise IM GOING TO LAY A COMPLAINT WITH THE NATIONAL CONSUMER COMMISSION. This is not acceptable business procedure - its not my fault MTN Direct is going through changes and restructering and moving departments and just giving excuses the whole time.