instead of an upgrade i got a downgrade

They called me 4 months ago as i was due for an upgrade, unfortunately what i received was a downgrade as i was using a sumsung S4 and they gave me a Samsung A3 (its like having a plasma tv then they offer you a black and white tv)The phone was returned back without being opened and the Repair department confirmed that the phone was receive. The problem I been having is with the cancellation department, every time when I call its either they transfer me or make me hold the next thing they hang up my phone. This happened more than twice <br> <br> I ended up being tired of calling because no one was willing to help. This is not an acceptable service what's making me more angry is the fact that apparently an upgrade has been activated and the money has been deducted from my account but I don't have the phone.<br> <br> what exactly am i suppose to pay for ?when i call or email them they say the problem will be fixed within 48hours now its been 4 months <br> <br> ref *** and ***)<br> <br> now am hopeless and dont know who to call :-(<br> <br> all i need now is for my contract to be cancelled , am done with cell c