Delayed delivery of phone

I app**** for a contract phone online which was approved and I was promised delivery within 5-7 days. The initial fee has been deducted from my account but I have not received the phone and it has been more than 2 weeks now<br> Every attempt I make to get to their call centre they put me through to another number where I'm kept on hold for more than an hour<br> The initial agent who answer the phone tell me they cannot assist me<br> <br> Please help