UPGRADE CANCELATION DENIED - SINCE WHEN!

MTN is useless ONCE AGAIN! I did an upgrade online only to try cancel the upgrade within a few hours of finding out the mobile I have selected is Faulty in SA! Being on hold for 72min with no answer - I cant waste more of my time to try call. Next day I receive a contract!!!! Called again and was told I must reject the device delivery and then the upgrade will be canceled by the following week and I can call again to confirm.

Today I call again only to be told MTN system does not allow for upgrade cancelations and I will need to pay a early upgrade fee if I want to "upgrade again'?????? What on earth now I am paying an upgrade I did not receive and telling me an upgrade request cannot be canceled? Since when!! Where is my CPA rights to cancel!

ref sms: RMA IRMS397618_1

Spoken to Mary-Loo

Spoken to numerous consultants telling me I can cancel then MTN denies it!