Upgrade taking too long and no Delivery.

I upgraded both my lines with Virgin Mobile, I was promised Delivery for the one phone by Wednesday last week, but still no phone, I received the other one today but with no Micro sim card, I clearly gave the instruction that I need new Micro sim cards as the current phones have the old sim cards, I have tried phoning Virgin Mobile twice and the first time I waited about 7 minutes and the person hung up, I phoned back waited another 10 minutes spoke to a Ernest I think and he to put me on hold and then cut the call, Is this How Virgin Mobile Operate? I want an answer by tomorrow 10 oclock as to when I am going to get my other phone plus the 2 MICRO sim Cards, otherwise I will cancel my contracts,