STILL WAITING FOR UPGRADE AND NO INSURANCE ADDED

In October 2015, I was advised that I am due for an upgrade on both Cell C contracts. I went into the store and did all the necessary paperwork..I also did make mention that I would like insurance on the phones..I only took one phone the LG Gold as the Platinum colour was out of stock, I was advised that they would arrange for this to be sent to the store.. To date nothing. I have received numerous calls from Cell C advising that they will send this phone to my address and that even though they generally cannot guarantee colour of my choice they do have the Platinum in stock and that it is guaranteed that I would get this colour..Nothing received to date. Prior to this a phone was sent to Drommedaris Str in Richards Bay, bearing in mind I live in Gordons Bay!!!. I have since been back to the store and was advised by the sales consultant that she would sort this out. To date nothing!!!! Also on looking into my account NO INSURANCE HAS BEEN ADDED!!! what is going on??? I specifically asked for insurance!!!! getting tired of being pushed from pillar to post!!!