The upgrade that never happened

I was contacted by a call center agent on 084 140 (09/26 @ 08:24). They informed me that I was due for an upgrade. I went through the entire process and selected my new phone and plan. I was told the phone would arrive in the next 2 days. I was contacted the same day @ 15:38, informing me that I have to switch my phone on and off for the new plan to take effect, which I did.

Yesterday I called and enquired about the delivery of my phone. They advised me that nothing showed on the system of an upgrade. I was told that they opened a case and would be listening to the recordings and get back to me by today. We'll NOTHING yet...