Cancellation of upgrade not done

I app**** for a cellphone on contract early February 2015. I then waited for 2 weeks the cellphone was still not delivered. I contacted Cell C on the 26th February 2015 to find out how far is my contract upgrade, I was then told that the cellphone is out of stock. When I asked when it will be available I was told that they are not sure. I then requested to cancel the cellphone upgrage as I was no longer interested. I was then given a reference number which is ***. I was then told that my query would be resolved within 3 to 7 days. To my surprise when I contacted Cell C today the 30th April to cancel my contract as it is ending on the 31st March 2015 the agent told me that it cannot be cancelled because the upgrade cancellation department has still not actioned the cancellation. I think that the agents in that department are very *********** and I am worried that the fact that they have not done their job I am going to struggle to get the contract cancelled. On top of that I was told that I cannot be transferred to that Department due to the fact that they do not take calls