Unhappy client

My husband and I app**** for a new device online on the 13th and his account was debited on the 15th as per agreement with the sales team to say that he will be debited once he receives his device but we have been sent from polar to post as we have not received he new phone and this really bad service when you ask to speak to a team leader or the person in charge of the sales department the only thing you get is excuses please own up to your end of the deal.