****ed off

I have had the worst 2 weeks trying to get hold of rain regarding a credit on my account. All i received was reference numbers via email saying a agent will call me and its 2 weeks now and still no response. I firstly upgraded and they had not delivered my new device, i had to go and collect it from hillfox store. Then the old device was not collected till this day. Now can someone also tell me why are all the call been cut and diverted to agents in foreign countries.