Tracking number for replacement desktop phone?

I've been a client of Neotel's for the past 4 years and now attempts to replace the outdated DuPont desktop phone has been met with bizarre RICA demands when I'm a pre-existing client? What nonsensical excuse is this when the replacement Huawei Desktop FP2255 is to have been delivered to me by Friday (today) and I have yet to see a tracking number nor a reference number from this agent in this matter. Simply email confirmation that the issue has been fixed with a tracking number from Aramex - yes, it's that simple!