Contract upgrade problems

We have been facing difficulties my mom was suppose to have upgraded her contract on the 1st of August and she did but the issue was that the phone she wanted to take for me was not in store. We waited about 2 weeks for phones to be delivered only for those to be hijacked, and by moms contract status saying she has bad credit history some "credit bureau status". Ever since we have been waiting for my mom to be called to be told was is going to happen next because they are quiet and we need answers. She has never missed her payments.