No Timeline for Cancellations

I submitted an upgrade cancellation request on 5 July (11 days ago). I was told to call back in 5 working days to confirm that it had been done. When I did this I was told that they had not had a response from "channel queries" and there was nothing they could do. The claim there is no contact number for this office. I called back to follow up today and was told the same story. When I queried the timeline for this to be sorted out I was told that there is no timeline for cancellations. It does not seem right that I can be held in limbo for an indefinite amount of time. Please advise ASAP.