Pointless Call Center

I did an upgrade with my cellphone provider and they sent my phone via Ram. I received an SMS and Email stating the address they would deliver to (my work) and that it would happen between 8am and 5pm. At 4pm I gave them a call to check of the delivery was still happening as I was going on leave and would not be able to receive the parcel the following week. The first call center agent took my waybill number, said she would have to check where the parcel is and after holding on for about 12minutes the phone was put down on me. I called back and this time the phone rang and was instantly hung up. Third time lucky I stated that I'm still waiting for my parcel and that I've been hung up on, this time I was put through to someone else (Candice ?) and restated my situation again. She also took my waybill , checked the system and said it was still out for delivery and that she would get a customer service agent to call me back. None of these things have happened.