No response for an upgrade

Did an online upgrade on the 14th May 2018. Got sms notification that someone will get back to me and confirm my order. Got no communication back till I phoned them on the 18th May 2018 to ask about the status of my order. Only to be told that the phone is being sent back to the warehouse due to an unclear delivery address. My question is why has no one called me to verify the address. I was told by the consultant that "I" need to call back on tuesday to find out whats the status of my order. Surely you dont expect the customer to follow up all the time. I tried cancelling all my contracts and was told I cant. Can someone please get back to me to assist me cancel all contracts so I can try another service provider who will hopefully have better customer service and just allow me to upgrade withour a hassle. Thanks