Pathetic service from MTN/CCI

I recently got a call from CCI to upgrade my contract. I requested that no device be upgraded and that i remain on the current package. I understood that nothing would change apart from the reduction in monthly debit amount due to device being paid in full. Two weeks after i called to check everything and was told i had upgraded to another package and that i was locked into this contract for 24 months. At the MTN branch they say they cannot assist and i need to contact CCI. However CCI is impossible to reach, i have called several times to no avail...sometimes holding on for more than 25 minutes at time...this is Ridiculous!!!!!!!!