Contract approved 3 weeks ago, still no phone.

I app**** for a contract phone on the 23/02/2016 and was told that it will take 5 working days for the phone to be delivered. It's day 12 and still no phone delivered the call centre 081180 sends me to 10213 and they see my application is approved but don't know why it's not delivered. This is disappointing. You have even debited my account with the first installment. Please deliver my phone.