Contract Upgrade

I did an upgrade on my contract. Received the handset within a week. Called two days later to report that the camera is faulty (contract states you must call within 7 days of receiving the handset should there be any problems). The person working in the call centre informed me that the couriers will collect my handset, the upgrade will be reversed. Then i have to apply AGAIN to upgrade, only then will I receive my new handset. It's now more than a month and they still HAVEN't even collected the handset. Everytime i call i get a new number to call them and once I eventually get helped I get told that the query has been send to a manager. Still NO help!!!