Worst MTN Upgrade experience and customer service

I have been a loyal customer for a very long time and am trying to upgrade one of my contracts (I have 3 with MTN). An MNT agent phoned me on 30 August to initiate an upgrade on the number in question. The lady was very friendly and helpfull and it seemed like I was recieving great service. Everything was successful and I received the new contract on mail and awaited delivery. This is where it went wrong as I never received the phone. I tried getting support on messenger on 20 September 2023 and was promissed a call withing 24 to 48 business hours. It is now 2 October 2023 and I have not yet recieved a call. When trying to upgrade online I get an error that I have an unfulfilled order. On the MTN app the contract expiry date changed to the new one. I am not gettng the needed assstance or feedback and it feels like I am running in circles. This is very bad service and I am VERY FRUSTRATED with the lack of support.