still waiting

I was emailed by the complaints department to say they could not get hold of me, so I emailed back to say that everyone else who called me had no problems getting through. So I find it very unlikely I was called. so I called the shop to find out if there was an update on my phone, he said there was but would need to order the phone in as the branch is out of stock. But he would call me right back to let me know when I could collect it. That was 1 week ago and I am still waiting on that elusive call..... cannot believe the poor service I have received all round from this network provider... pathetic