struggling to get my upgrade handset for a week now!!!

this is actually bordering on madness almost!App**** for an upgrade last sa****ay a week ago and got upgrade complete confirmation sms and today a week later still no handset delivered!i have phoned everyday and no one can help.They can see the upgrade as complete on the new system but no release code yet and they cant say why.All i get is that it has been put through to the IT department for investigation.I try phone now to see if any progress and then get told i cant contact the call centre anymore as i have exceeded my call limit and can only phone again on the 2nd of June!!!!!!!!!!***!!!!!!!!!