impossible to open a contract when you don't have a working phone already

For a company that sells cellphones, you make it pretty hard to buy a cellphone when you don't have one or yours is broken. I signed up for a new contract and put my wife's number ***) up should you need to contact me because my phone is broken and does not work at all. I also gave my number ***) as my current number, which they tried to use to confirm my contract before they ship my new phone but as my phone is broken I could not take the call, they tried this twice then phoned my wives number but wanted to have her detail like name surname ID number and what not to confirm that the lady is speaking to the right person, the more I explained that the contract is for me and not my wife the more she insists that the details she has are for my wife, after explaining a few times she said "ok let me check" the phone went silent for a while and then the phone was put down on her side. I then decided that I will phone you myself and see if I can rectify these wrong details and nobody could help me not even transfer me to the right department only put a note up that they have to try again, this was around 9 this morning I am still waiting and borrowed an extra phone to put my sim in but nothing. I am so frustrated.