UPGRADE TO INCORRECT PACKAGE / NO RESPONSE

+Upgrade was done on one of my contracts beginning September by telephone. By second week in September I realised that the package had been upgraded to an open line in stead of a Top Up. It was reported to Customer Service Centre on 17 Sept and was given a case number and told there was a 48 hour turn a round time. I have phone to query - only be told they have not feedback yet. I still do not have an answer - 2 weeks later. The new package starts today ? I need the upgrade cancelled or the contract put on the correct package..