Wrong device

I did an upgrade on 4/11 the phone was delivered on 05 only to find out its a wrong device , i call immediately the phone was collected on 10/11 and was send to cell c w/house on 11/11 Hennie signed now when I call they say the phone has not arrived at w/house, when I need answers team BM said I should wait for feedback I'm not sure if they digging that feedback ALL I NEED IS THAT REVERSE THE UPGRADE GIVE ME WHAT I WANT IS THAT TO MUCH TO ASK SOMEBODY THERE CAN THEY DO THEIR WORK FIND THE PHONE . I CALL RAM MYSELF TO TRACE THE PHONE CAN SOMEONE FIND OUT WHAT THE HECK IS GOING ON