Nothing gets resolved

I have a cellphone contracts with Telkom Mobile, the account was opened at Telkom Mobile Pavilion Durban, this contract expired on March 2014 and I was due for upgrade and new Handsets of which the contract was indeed renewed for March 2014-March 2016. The Consultant I was dealing with at the Call Centre told me my new handsets will be delivered on that same week of contract renewal but up to this very date I have not received and Handsets, When I phone to enquire I'm being told the matter is still being investigated and what frustrates me the most is that they refuse to transfer my calls to the Supervisor or the person that is investigating my case. I have all the reference numbers and monthly statement which reflects that I'm being billed for two Samsung S6 handset but those handsets never got to me.