Bungled upgrade

I have been trying to upgrade online and or telephonically for the past two weeks and it seems like the call centre agents together with their new system are going out of their way to make it impossible. Because of "system problems" I am still without my upgraded device and all I am getting is apologies and empty promises. I have tried upgrading several times online however nobody calls me back and somehow the order is just cancelled by their new system. I then tried to upgrade telephonically and I thought I was now sorted after this nice agent Jericho promised me everything is in order and I will receive my upgraded device by no later than Friday 06 May 2016. However upon follow up I discovered from another agent my upgrade was never processed by this nice guy Jericho. I demand to speak to him and he promised me otherwise stating he did in fact process the upgrade on Wednesday 04 May 2016 but I will only receive my device by Tuesday 10 May 2016. I ask why should I wait so long if he did what he said he did? He again promised to phone me back which of course he never does. I phone this morning 06 May wanting to know when I will get my device and the answer is only 10 May. My question as to why should I wait more that the normal delivery time if the upgrade was indeed processed on Wednesday 04May 2016 as Jericho swears by. I then ask to speak to a team leader but all the team leaders in the upgrades department are suddenly not available. I have been on hold for hours, I have been transferred from pillar to post my patience is non-existent, I suspect that someone is lying to me. And I feel that I have to pay the price for their new system not working optimally.