Still no handset after 21 days

Okay, so the courier company picked up YOUR WRONG handset, so thereafter I called your call centre, spoke to Patrick, was advised that the incorrect handset had to be booked in and the correct device will be booked out on express delivery, guess what- I still don't have the handset and what makes it worse us that I am billed on the upgraded rate, this is pathetic and *********, can someone please help me, I am leaving the country on Wednesday and I need this handset, I will go the extra mile and collect from the courier if I have to,