Reversal of upgrade

I received a call from a call centre agent from Summer Mobile which is a partner with MTN for my upgrade I did an upgrade with them. That was on the 17 of August 2017, I later discovered that I was not happy with the package - mind you I have not received the handset and even a call to say when the handset will be delivered but that's not all, I called them to reverse the upgrade so I can do another one. Until today all I get from either them or MTN is being placed on hold for 30 minutes when they do take my call, they tell me that an email will be sent to MTN (if its Summer Mobile) or to Summer Mobile (if its MTN).