Cancelation request

Cellc number ***. The contract is in the name Thoko Ndima. It ended on the 9th of January 2022 Even though it is in her name, the phone had been baught for her granddaughter. The contract expired on the 9th of this month . However in November 2021 she requested for an update to IPhone 13 pro 256gb ( grey). Cellc advised her that the stock was finished, secondly they told her that she cannot upgrade then, she has to wait for 3 months, but to her surprise, this past Sunday the 9th they renewed the benefits without her knowledge, when she called them they told her that she requested that the benefits be renewed, she answered them there and there saying she never requested for the benefits renewal all she had ask for was upgrade the gadget. They then put her through to the cancelation department, the cancelation department advised her that the cancelation will 24 to 48 hours. Upto now nothing has been done instead she has been called by different staff members, who promised that they will investigate as to why the cancelation has not been processed. Can Cellc please respond accordingly. They can call her on ***. Thank you hello Peter.