almost 2 months to cancel upgrade

I was sent a phone via post for an upgrade upon receiving the phone i saw it was not as wonderful as described by the phone salesman. I returned the the phone still sealed in its original packaging on the 12th of January , cellc confirmed they received the phone . now i have been waiting ever since then and spending hours on the phone trying to get what they call a \rma"number so that i can reverse the upgrade and cancel my contract and move to pre paid. Nobody seems to be able to help me and they keep blaming the other department for a backlog or whatever. This is becoming very frustrating as i have 3 contracts with cell c."""