Online service delivery not supplying service

I've upgraded online, the phone and smar****ch supp**** is faulty and does not work as advertized, I'm trying to return order, first online consultant said theat they will send ram to come and pick up phone within 3 days, but i never received a reference number, now trying to get reference number/ try to cancel order before 14 days, bur 3 consultants dropped the phone in my ear already, cant seem to get consultants to return my order!