Upgrade

I got a call in December for an upgrade on my device I was told from the sales consultant I'd get email with the details on my upgrade and I was informed that I'd be getting a new router with a new sim delivered not told when or anything and it was initially 299 that's what I wad told from the consultant I've been trying to get hold of thr consultant or any mtn staff member to find out where's my package and why's my debit showing 399 when I was told it was 299