Upgrade phone missing from box

I recently upgraded my phone with ID however on receipt through DPD the box has been sent and the new phone and SIM card are all missing, the delivery bag wasn’t tampered with but the box had one tab ripped off. I contacted customer service who said that once the investigation is over I can cancel my upgrade/contract with ID and go to another network as this service has been appalling. I am wanting to get a new contract with a new network, I’ve been assured by customer service I’ll be able to cancel regardless of outcome and the new phone/sim have been blocked. Sadly because of the service ID have given I have very little trust and want to make sure if I go get a new phone ID can’t then make me pay for the new contract, I have kept the transcript of the chat and now am waiting for the investigation! Poor poor service