1 month now waiting for a replacement cell!

We did an upgrade on a contract on the 14/09/2015 to a M4 Aqua Sony Experia. On the 19th whilst trying the earphones it did not work properly so we went into Bayside, who suggested we take it directly to Canal Walk to speed up the process. This was done on the 20/09/2015. We received job # ***. On the 23/09/2015 we received a new job # ***. We were told that it was determined as a manufacturer fault and the handset will be replaced. It is on back order. New handsets were to be in on the 16/10/2015. We were just told now that it was not even ordered as yet!!<br> Yet the new amount for the upgrade has gone off our bank account, with no cellphone in sight!<br> Is it reasonable to wait for over a month for a replacement cell? <br> We do not even have a loan phone. What must we do in the meantime!!?