Poor service

I took up my first contract with Cellc in Dec 2014 (LG G3) and later took up a second one 2015 (Huawei p8lite) as it was too early to do an upgrade for my broken phone. In 2016 between September/November I upgraded over the phone from the LG to a Samsung S7 edge . This year 13 Feb I upgraded to a Huawei P10 on the second contracf and since last year I've been struggling to upgrade my device (Samsung) ALL times that I've been to the store and spoken to agents from the call center always advising me that there was no record of my Samsung on the system. I previously queried the change for my premium (both Samsung and Huawei) as it out of nowhere decreased and I was told all is in order and I expressed my concern for having to have back payments at a later stage. I again queried both the upgrade and premiums at the Cellc store in Brooklyn and when placed on the phone I was informed of the technical glitch. I called again 13 Feb and till today I am still waiting for feedback. As mentioned I've called countless times with no solution to my problem. As I am unable to have any upgrades done on my first contract can I please be advised on the settlement amount? And can I please not be advised of an amount that has back payments as this is an error from Cellc 's side and if calls are truely recorded it'll be noted that no one has bothered to fix my problem nor provide me with feedback on the progress of the resolution