Reversal of upgrade not done to date

I upgraded one of my Contract packages via the MTN retentions department and upon delivery of the phone i did not like the make of the phone. The phone was then collected which was a mission as the retentions department did not want to take responsibility for that and i had to contact DSV. I've received the RMA number and called again for the reversal of the contract. to date the contract upgrade has not been updated and i am so frustrated with the service from MTN