Cancellation of Upgrade - cannot locate package with handsets a month later!!!

Good morning, on 19th September 2017 we received a phone call from the number ********** 555 at 19.30. The gentleman, Graham, claiming that he phones from MTN, due to our upgrade being Dec 2017 we can get a early upgrade. During the conversation, I've put him on speaker phone so that my wife and myself can hear him and ask him questions, Graham offered us a upgrade which include new handsets plus a wireless keyboard for a lower monthly premium. During the conversation my wife and I asked Graham several times that we will receive new handsets at a lower monthly premium, Graham confirmed it and on that basis we accepted the upgrade. When our new monthly packadge been uploaded we realised that we actual receiving a lower, half of our normal package, amount we normally receive. My wife phone Summer Mobile and spoke to John Dlamini and highlighted that this "upgrade" is actual a down grade, after a conversation John confirmed he will listen to the recording. He did phone my wife back and claim that we agreed to the upgrade which my wife did not dispute, however we agreed to a upgrade consisting of the same data and airtime plus handsets as confirmed by Graham. John said he will listen to the recording again, but this time get someone who can understand Afrikaans better due to the conversation took place in Afrikaans. John came back again and said that they can find no fault on behalf of Graham and will forward us the recording, he also did confirm we can cancel the upgrade. My wife ask him to forward the recording, I will listen to it and then revert back to him. After not receiving the recording, I phoned Summer Mobile at ********** 600. I spoke to Kate, Vilikasi (twice) and Vincent to cancel the contract, these phone call were appening weekly, unfortunatley John was not available everytime I phoned. Due to the fact that the handsets not being delivered I was told that we need to wait for the handsets to return to the warehouse before such a upgrade can be cancelled. Today I spoke to Vilikasi again, she confirm that she forward the request if the handsets did arrive back at the warehouse but the package (handsets) cannot be traced, I was given a number of ********** 474 to contact the warehouse, this number is just ringing. Today's technology allow any parcel to be traced, especially cellphones. So a month later the upgrade has not been cancelled because they cannot locate the package, which is unexceptable!! We do not want to be bound by a "upgrade" for three years which is actual a down grade. I did give Vilikasi until 12 today to forward me a confirmation of cancelation, before I will escalate this complaint.