Lost delivery

requested an upgrade on 4 August. Received ref number to track on 5th. I've been waiting 20days for my fone to be delivered. No one at the callcenter can locate the fone. After 10 calls and 3 hours they said it's been with the courier company for 2 weeks. The courier company have no record not can they track the fine on the two reference numbers provided. I am currently paying for a fone I dont have.