Sloppy customer care from online businesses

I received a call from Mondi Mobile on the 20th August, saying that my tablet was due for an upgrade. The person I spoke to on that day, did not explain, exactly what my options were. So I went to the Vodacom outlet in Lakeside Mall(where all my updates usually are done )to enquiry if I must collect my new handset from them. I was informed that I will not get a new handset because of the update being done through Mondi Mobile. I then requested Mondi to immediately cancel their quotation/contract, Reka from Mondi said that an email will be send to Vodacom and that it would take five working days before the cancellation would be done. After numerous phone calls to Mondi and a lot of promises from every person I have spoken to in that establishment, nothing have been done to date!! I phoned again today, trying to speak to their MD, Office Manager or even their supervisor, but not one of the above persons were available.