Online Upgrade horrors

I did my upgrade online on 30 November 2022 (Black Friday special). When I phoned the call center on 22 December 2022, I was informed that Ram's courier had been hi-jacked on 9 December 2022. I had received no notification of what had happened. The call center agent said she will follow up with RAM and get this sorted out and she will phone back the same day - I never got a call. I phoned again on 7 January 2023 and was informed that there were no notes on the system of what had happened, the lady said she will look into the situation and get back to me within 48 hrs - I'm still waiting. Both times I got told that they don't give reference numbers to the calls. So more than a month later, I still haven't received my new phone...