Upgradge no delivery - Call centre cant help

Ive just upgraded my mobile contract with Autopage and have been a customer for over 10 years.. Consultant Nomsa Mpanza said the phone would be delivered in 2 working days. A week later I have had no response and when I call the customer service call centre, the lady said she is not authorized to tell me about delivery details. If I dont hear from Autopage I will have to cancel contract and find a mobile company who has a call centre that actually does offer customer service