Transferring household account [#***]

We took up the Explora \monthly offer""; we were told that we would be able to cancel the existing account immediately but the rude customer service agent who I spoke to on 7 Dec 2015 to cancel the account told me that I cannot cancel it immediately. That is not what we were told;otherwise we would have taken the Exlplora option effective from the day the old account ends. I have been sending emails (***) back and forth and no one seems to understand our frustrations! Can this be resolved urgently!!!"""