cell phone upgrade

i called virgin mobile for a early upgrade the guy that assisted me in the call center said that i could upgrade and there is an amount of 685 that i had to be but because his manager was in a good mood and its her bday they have a special for the day if you do an early upgrade you only pay the balance month end and that they will deduct it from you account we did the application everything was approved he said he will call me with any feedback and i would receive my phone after 7 working days. he did not call with any feedback never received the phone so yesterday i call the call center and i get a different story that i would not get the phone due to the outstanding balance on my account but i was told before that i would be deducted month end of May 2015. they guy could not assist me any further .