Worst customer service experience

This is my second post about MTN on this site and my problem is still there with no solution. I app**** for my upgrade early in December so that on Christmas day my kids will have there cellphones. I I didn't mention, my daughter's birthday is on Christmas day. My kids did not get their phones... Mpiso Khosa assured me that she would be in contact with me on the Monday before Christmas, 5 days later still no response... MTN I need to know if I am still considered a valued customer after being with you for the last 16 years. Am I getting my upgrade or should I take my business elsewhere. I need a response with a solution...