Incompetence

The agreement 8n place with this company is 24 months and I have been trying g to get my upgrade with them and this morning have been kn the line for the last 45 minutes with their very *********** employees.why is Cellc not stopping the debit and the benefits untill such time the new handset is delivered to me because there is not agreement in place as it is now over 24months.you cannot tell me that iphone 13 is a privilege in this country to a customer thats been with you for over a decade.