Bad comunication service

Good day I was given an upgrade on a cellphone on 03May 2019 after speaking to the agent she logged the order giving me all details when.I can expect delivery gave banking details etc. I called to track my parcel the following week only to find out it was not ordered . I've been calling speaking to different agents all they say is that they will call me back and they will log it to.the team.leader but nobody calls back it's been two weeks now and my query is still not resolved. All I want to no is the order placed if not can I place the order still and what's this long delay and why assure me.that upgrade is placed but not contact me to let me no there is no order . I would have wanted not knowing nobody knows about any order I should have had the phone by now.