Cellc does not want to cancel my contact

We were offered a R99 package by cellc. We said yes at first, however I asked the associate to cancel it and upgrade me to the iPhone 13 instead. Bare in mind this is all on the same call. We are currently sitting with both contracts. We contacted cellc and even went into the store to get it cancelled as it wasn’t part of the final agreement with the associate. Cellc has promised to call us back numerous times to cancel the R99 contract, we are still waiting on this to be cancelled and we are still waiting to be contacted. The mistake wasn’t done by us though we have to bare the weight of someone else’s wrong actions. Cellc’s attitude comes off as ****, they want to help but never do… what is next step? … I’m highly disappointed