Contract upgrade via online

I upgraded my contract on the 16th of November 2024 and I was assisted by agent Bornwise . I was advised that delivery will be done between 1- 5 working days .On the 22 of November I contacted the followed up and I was advised that authentication was pending .I was then contacted to do tye authentication. I was a gain told I will receive an sms with tracking information. On the 26,27 and 28 I followed up and kept being told someone will call me back and I was advised that Bornwise will contact me .On the 28/11/2024 after 17h00 I went to the store at Northgate with the hope to cancel the upgrade and they told me they can't assist since I used the online platform. I am so irritated ,because I have been waiting for 2 weeks and still no phone.