Bad Services

I had a contract phone with these people and when the phone was ******, I was unable to get into contact with them. I then start to reverse the debt order and they quickly called me back. I explained that the phone was ****** and was informed that there was no insurance, however, I was to pay up the arrears (the debits I reversed) and that someone would call with regard to the upgrade. I cannot contact them telephonically, I have forwarded messages and call back,but to no avail. Is this because I am due for an upgrade, Very terrible services.