Disgusted - What Service?

We received a call stating that we can upgrade one of our contracts in August, Upgrade done, It is now December and we still have not received the handset??? We called, emailed, went in store who told us that they cant assist us as this was done telephonically, we emailed a lady directly also always promising us that she will get back to us and wait ..….. no one got back to us. Why is this so difficult? We pay our phones every month but the one time we need assistance no one cares? So easy to pass the buck or not even get back to your customers??? We have so many contract with you but really considering moving