And the SAGA continues

I've been wanting to get my wife a new phone on contract, and after nearly two months I still have had no success! I was contacted by a lady by the name of Sanque (excuse the error if miss spelled), did the online application and was told I should have one in 5 to 7 day's time. It's going on 10 days and I still have not received the phone. I have tried to call the number *** (various times) but no one answers the phone. What kind of service is this? Was this a way to keep me hanging on for another 2 months?