Upgrade disasters

I called to enquire about an upgrade. I was told that the best package for my usage was a package that cost R2400 per month - based on previous bills. No additional info / options were offered. The upgrade was done. This seemed very high, so I phoned the call centre back early the following morning to query it. A helpful agent said nothing had been logged as yet and talked me through my usage and the best package available - the cost came down to R1000 per month. I confirmed that this was the package I wanted to go with and we confirmed what phone I wanted too. Two days later, the incorrect phone arrived with the previous, higher, incorrect package. I phoned immediately to explain the error. I was put back to the original consultant who was unhelpful and arrogant. He said that the phone would need to be collected, the upgrade cancelled and credited and then a new request logged. I said I would prefer to cancel my contract as this is the second time I have experienced bad service with an upgrade. The phone has not been collected and despite a request to have confirmation of the cancellation. Nothing has come through and there has been no attempt to rectify this.