Refusal to cancel my upgrade

I had an eMail from Altech which still does'nt address my query as i am still being charged as if i have received a new phone. My contract wasn't cancelled either.<br> <br> Good day Ms. Raputsoe,<br> <br> I trust that you are well.<br> Please be advised that I have attempted to make contact with you regarding your media complaint.<br> Firstly I would like to apologise for the inconvenience that was caused.<br> Please note that I have escalated your query to senior retail management to look into regarding the service you have received.<br> Further note that we will not be able cancel the contract if you have already opened the box of the phone.<br> Please notify me if you require further assistance.<br> Please accept our sincere apologies for the inconvenience caused.<br> <br> Kind Regards,<br> <br> Marco Adonis <br> Online Specialist <br> <br> [Email Removed] <br> <br> Tel: *** <br> Fax: <br> [URL Removed]<br> <br> 2 Augrabies Road, Waterfall Office Park, Bekker Road, Midrand, 1685, Gauteng,<br> South Africa<br> Private Bag X82, Halfway House, 1685,<br> Gauteng, South Africa<br> <br> <br> <br> I have responded to Marco Adonis on the same day, 19 October and he has still not come back to me!!!!<br> <br>