REVERSAL FOR THE RETURNED PHONE NOT DONE

I upgraded my contract in August via Online Upgrade Department and i was not happy with the phone,i returned the phone on the 19th of August 2015 and i was told the the reversal will be done within 21 days and 21 days has lapsed and the reversal hasn't be done yet. Every-time I call them, the consultants would seem to be very much helpful and I always get told that the reversal will be done within 2 hours and it never happened. I always dial ***4 option 1 , then option 2 then option 0 to speak to the the consultant, i always ask for the consultant's name so that i can follow up with him/ or her but every time i call again to follow up i get told that the given consultant name doesn't exist in that department until i get the sense that they are giving me wrong names.