Upgrade never arrives and no support!

I did an upgrade on one of my Business cellphone numbers and 3 weeks later I still have not gotten my phone. They tried to deliver it to me but had a ********** ID number and Address but the Delivery address was correct. I could not take delivery because they said the ID did not match mine. The ID number does not exist in my organisation so how did it get there? They said they would investigate but I did not get anything from them. I get email from *** that my phone will be delivered but it never gets here. I phone the Support for Business number and they say the reference number will be sent to me but I never get it. Also 3 times they say it has been escalated but has not. I am fed up!