Upgrade problem

Hello I upgraded my contract line *** tried to do it online on Monday 24th but said someone would call me, got a call on the 25th Jan did the upgrade answered all the questions, was told I would receive an order number in 24 hours (which to date I have not received) and that delivery would take 2 weeks, well today is the 07 Feb and still waiting, I phoned retentions last week they said the upgrade is in process and I should just wait for delivery. now today someone calls me about upgrading the line I said I have already done it she said I don't see it on my side and hang up. I want what was confirmed over the phone.