cancellation of online application and upgrade

I'm due for an upgrade and I got an email to do the upgrade online. I tried it and got an error. i decided to phone the call centre for assistance and they are telling that my online application went through and needs to be cancelled before they can help me. they transferred me to their online sales department and I'm told they cannot find my details with the ref no for rewards co which is ***. The consultant from rewards co tell me they don't have access to the new online system. I need someone to sort this out ASAP as I cannot be taken from pillar to post. If this cannot be done cancel the contract for my 2 numbers that are due for upgrade i'll get a contact somewhere else.