PHONE EXCHANGE

I ordered a phone online, my bank account was debited then the wrong phone was delivered. Same day I queried and was told that an exchange would be arranged , I should wait for the courier to call me. That has not happened up to now, from the 20 September. Each time I call I get told that it is being escalated. Last time (27 September) I was even told that a manager Sheldine Stoneman would call me. I waited in vane.