Bad feedback and response time

I migrated from a fibre line to a 24month bundle contract. It was explained to me that my device will be delivered but after 2 weeks no device. I am phoning around but are being shifted and sent from pillar to post . No answer or long waiting times. no coming back to you. It was told to me by a Phillip by the stores desk i will receive my rental device(xbox s series) but no answer yet. no tracking or reference number was given. when i tried phoning back no answer. It seems the bigger and more popular the company becomes the worse the service gets as i joined them when they just started out with good service. no service is bad. you can hear people working from home and this may also be why the bad delayed service.My account number is 915 10 35