Bad service

So I had a contract with them. It came too an end and I upgraded. There is no initiation fee as its an upgrade. I received an email confirming that I don't need to pay anything upfront and the agent also told me the same thing. I haven't received my new phone yet they are tracking my account. I called customer service who said I need to make a payment before I receive my phone. Which means I need to pay twice in one month. Does that even make sense? I asked for a sales agent to contact me and yet I'm still waiting. Very bad service