New system upgrade cancellation

Terrible after sale queries! I went in to upgrade one of my numbers on the 16/06/2020, the contract by default upgraded on a number i did not ask for. The consultant has been following up with higher authorities with to little to no feedback to cancel the upgrade. A full email thread can be supp**** and I have seen proof that the consultant has been trying his best in his capabilities to assist. Apparently the new system does not allow for cancellations?? so why was a migration done to the new system without testing everything!!! must I the customer must sit with an inconvenience because of MTN's negligence?