Pathetic service

I have a contract with them and reported phone ******. Paid their device care fee and did an upgrade to a new phone since they didnt have stock of the phone ******. I was informed by consultant that i will not be charged since i dont have a phone will them. I have been debited for 2 months now and when query it on email there different consultants that reply. When i query whats happening with my new phone i get no answers. It is over a month now i am waiting and website says 14 working days