No Upgrade department

I have had a contract for the last 2 years and was due for an upgrade at the end of March , on calling the call center I find out that the Upgrade department is on hold and that my contract has been changed to a pay as you go plan! I then asked if I could apply for a new contract and was told to go to [URL Removed] and apply and would be called within 7 working days, I app**** for a phone I liked and I have still not received a call and it is now 15 working days since I app****, so I call the call center again and get basically told \don't call them they will call you"and they could not give me a number to call. Sorry but you have now lost a customer!"""