One month for an online upgrade and still nothing

<p>I app**** for an upgrade online on 27/01/2017 for my number ********** 049. After hearing nothing from your call centre for more than two weeks, I called in and was advised that your courier company was unable to deliver my handset and it had been returned. I was told to wait 7 to 14 days for the upgrade to be cancelled and then reapply. I called your online upgrades call centre last week and was assisted by Ashley . He advised that the handset has been received back at the warehouse and I was to call back the following day as by then the upgrade would have been cancelled and he would assist me over the phone.</p> <p>I called the next day and spoke to Ashley again, this time he told me that perhaps by the following day or the following Monday the upgrade would be cancelled. Needless to say the upgrade has still not been cancelled and I am unable to get any assistance.</p> <p>It seems that I am simply expected to wait until someone decides to do their job. Clearly this is not happening.</p> <p>What is interesting is that on the same day I requested the upgrade, I also upgraded my other account with you and while the delivery took two weeks, I received my laptop and router etc.</p> <p>How is it that I receive the one and not the othere when the delivery address is exactly the same? At least with the second upgrade, I got a call from your call centre to confirm my details and at least was given a tracking number so I could track my delivery. On the first upgrade however all I received was an email confirming what I requested, Although there was a missed call from what I assume is one of your departments, I was unable to call back as the number seems to be for outgoing calls only. I did not receive any other correspondence or confirmation that the upgrade had been processed.</p> <p>I want to upgrade my contract as I am deperate need of a new phone and yet I am expected to just wait. The service promise you make is far from what you actually deliver.</p> <p>I expect to contacted by no later than tomorrow and to also have my new handset within 24 hours as promised.</p> <p>I have been a client of yours since 2000, 17 years of premiums should at least count for a decent client experience.</p> <p>Please contact me urgently and let me know how you plan on rectifying this aweful aweful service and experience</p> <p> </p>