UPGRADE ONLINE BUT NO UPDATES

I upgraded online last week and after not hearing anything for 6 days i phoned the call centre. Which then attempted to transfer me to the after sales department, to no avail. They first told me they cant find my order on the system and after trying to transfer me, the supposedly found the order and all they can say is that it will not take the 5-7 days like the website says. Im very disappointed as i am not being updated and I expected the new phone this week before going on holiday.