Damaged Phone Collected NOW WHAT?

My incorrect /damaged phone was collected on 30/03/2015 and I was advised that once this had happened I could re-do my upgrade as the previous one was cancelled. I am still now without a phone and no one has contacted me. What the heck am I to do now? I have tried to call the responsible person who arranged the collection Vaughn Cupido and have had no joy in getting hold of him after spending about 45min holding on to speak to him.