Poor service delivery

On the 18/08/17 my phone was sent in for repairs.3 weeks later I was told that it was being replaced with a new unit and the earphones and charger was also required.I was told it would take 1 week.On the 04/09/17 I received no response and called ********** to get an update.I was told that there is a back log on orders and would get it 2 weeks maximum.20/09/17 I did another follow up and told there is still a delay.I did follow ups weekly and kept told that there is a delay.last week I spoke to another consultant in the call centre and got told I will just have to wait and not to call in. Lemar at the Tokia branch has been following up each week since then with them but they keep saying its a back log. tried to escalate it but the team leader went home early(15:30).his name is kabelo.18/10/17 got told my phone is in Mapumalanga,I am in Cape Town.this is blamed on the courier.since today there has been no follow up from the MTN service centre and the numerous messages i have left with the manager.Lemar has once again followed up and i also called but we are getting nowhere with this.Is there no way to escalate this matter as they tell me there is no way i can get my money back and no compensation for this elevated wait times when its clearly on their end. All i want is answers.