Unhappy customer

I'm currently their customer with even two contracts and have been for years now ,I then upgraded one of my contract and I called out a what I thought was the phone I wanted ,when I received the phone I called them back to say no this is not the phone I wanted ,they said 48 hours they would have reversed the upgrade so I can apply for the correct phone ,4 days later there is no communication, no updates nothing is being said .and I'm stuck with their phone