Upgrade without copy of contract

I upgraded early December.Genevieve from Retention dep offered me a great deal.Assured me I will receive a copy of new agreement.I only received handset with delivery note.I have been phoning and emailing since then.They keep referring me to different people or different departments.I spend an hour on the phone once.My concern is this is now the second phone since Oct I upgraded and still have no contract.If they asure one of the phone of papers been send and it is<br> not happening how would I know that what I was sold over the phone is what I am getting and paying for?Isn't a consumer's right to have copy.I received a email on the 16th Dec that the matter would be attended with in 48 hours.Yesterday I had to send another email because I never received any feedback since.Again I was transfered between departments till being cut off.