Upgraded 2 weeks ago, no phone yet

Hi, I upgraded 2 weeks ago over the phone and the new phone was to be delivered. I still do not have my new phone... and now I am told I need to go to a physical store. Why?!!! And nobody answers at ***... you are number in the queue forever.... If you're not going to delivery my phone, I will just wait for my contract to expire in 2 months and I will port to MTN or CellC... So... do you want to keep a customer or lose a customer?! And telling me that I have been moved to some 3D system... is no excuse. I ordered online, I wanted it delivered.