TRYING TO REVERSE AN UPGRAD AND GETTING HELL!!!!!!

So I have a contract with cell c which is not under my name yet I pay the bills of the phone and use the phone making me the soul owner of the phone which is the first part. I then get a phonecall to say I have qualified for an upgrade I then do the upgrade over the phone , the lady lets me choose the new phone tells me it will come in 3-4 working days and no delivery fee. It is now 2 weeks since that phonecall and I have not received a new phone. I then call cellc and they tell me then they dont have stock of that phone.SO YOU TELLING ME I WOULD HAVE ONLY HEARD THAT IF IN CALLED IN YOU PEOPLE DONT EVEN CALL TO SAY THAT!!!!!!. Then I try and reverse the upgrade they tell me the account holder needs to call in because I cannot make changes the contract BUT YOU GUYS ALLOWED ME TO MAKE AN UPGRADE OVER THE PHONE BUT I CANT REVERSE THE CONTRACT MAKES ALOT OF SENSE HEEEY. Now I cant reverse the contract because the account holder is too busy in the week to call betwen 8-5pm. ALL I NEED IS TO REVERSE THE UPGRADE AND THEN GO IN STORE TO DO THE UPGRADE. AT THIS RATE I DO NOT EVEN WANT AN UPGRADE WITH CELLC AND I WILL RECOMMEND NOOO OOOOONE TO CELLC EVER OMG ITS LIKE HELL.