Upgrades Department Not Available

I have been trying to get a status update on my device delivery for the past 2 hours via the call center. The sales department agents are available but the upgrades department who apparently hold the information I need have not answered my call once. Since 31 August 2017, the system has not been updated to allow other departments to see my upgrade status. I would like someone to contact me with regards to a simple request - what is the status of my device delivery????