Wring department

We recently upgraded our contract. We have received the phone but not the accessories! When I phone to find out where it is, they keep telling me I should phone the other number as I am not at the right department! I have jumped between 081180 and ********** for the last hour, only to be told that I am not at the right department I should phone the other numer! Does anybody actually know how to resolve a problem! It is pathetic to say the least! We have 4 Contracts but they can't even help dealing with one query!