Disappointed

My husband went for my upgrade yesterday and was told that they would phone him today to collect my phone. I called to find out if they have cellphones in store and I was told yes. The lady advised that they cannot keep the phone as they work on a first come, first serve. This is not right. He did the paperwork yesterday and was told they would call him and they didn't.

They are suppose to keep the phone as he can only collect it after work.