Still no delivery

I upgraded on the 8th January 2016. To date I still have not received my new cellphone. When I call the call centre, they either drop the phone or put me on hold and forget about me. It is not the first time I have had a bad experience with the call centre. You do not get this kind of service with other service providers. I hate to compare but it is a fact. All I want to know is, am I getting my cellphone and when will it be delivered. IS that too much to ask?!!