Upgrade Done but Phone not delivered

I completed an upgrade early December 2015. The sales person, Glaasen Markham, promised that I would receive delivery before going on holiday. This did not happen as promised. I subsequently call in to cancel the upgrade as I wanted to go into a store to complete same. I was advised by the agent that only Glaasen could process the cancellation request and was advised by him that he will email her and I will be contacted shortly in this regard. I received no calls in return. I then went on leave. Subsequently a few weeks later an attempt to deliver the device was made at my work place but as I was already on leave and the device was returned. Since then I have made several calls advising that I have been billed the upgrade contract amount but have not even received the device. All I have been left with is the promise that the relevant sales person will call and I have still not received any feed back. This has been an extremely frustrating experience. I am prepared to continue with the contract and just want the device to be delivered. Can somebody please assist, the upgrade reference number is UV***.