I was mislead and I need the phone

The customer service agents misled me into taking my last money and paying off the contract for a phone that I don't have they said my claim was approved and they were only awaiting payment they then said I cannot get a replacement device irrespective of the fact that I paid all my installments and arrears with my last money, I really need that phone hence I sacrificed my last cents and paid them what was due. I am also still waiting for the matter to be escalated but haven't received feedback