MTN complaint: POOR POOR SERVICE

I did my upgrade online.
the phone received was not as required as it did not support Google Play so it is of no use to me. I contacted the MTN helpline immediatly and was advised to go to a franchise office, which I did at MTN Eldridge. I was rudely advised by the manager of the store that I have to go to the OR Tambo branch which I did. I handed the phone in at OR Tambo to the MTN employee BUTI. I was advised that I will be contacted asap. This all started on 1 April see ref number IRMS830240. The Huwaei Nova 8 phone was returned I was advised that a new upgrade will be done and on numerous occasions I am told that they are busy with the upgrade and that he will phone me to come and collect the phone on a specific day when the day comes then I get a photo and a voice note saying the system is slow. Now really, no new phone which I am already paying for since April and we are now going for July 4 months. I have all the whazzup messages and do require immediate action or I will have to ask a laywer for assistance. the help from the call centre to the franchise to the OR Thambo branch is NON EXISTENT