Upgrade cancellation

I received a call from MTN offering me an upgrade and I agreed on the 13th of November 2015, I was promised that the phone will be delivered within a week. On the 27th I called MTN to reverse the upgrade as the phone has not been delivered, the consultant told me that she has sent a request for cancellation and I should get response within 24 hours. I never received a call until I called them on the 30th and the consultant told me that there was no request sent, he said he will send it and I will receive feedback within 3 to 5 working days. I got no feedback still, I called again on the 14th of December and spoke to a consultant who assured me that I will be contacted before the end of day and still no one called but to my surprise I got allocated twice with my old top up package and the new one. My old top up was R100.00 airtime, 100MB data and 25 sms' and I was paying R109.00 a month. The new package was supposed to be R100 airtime and the Nokia microsoft 530 for R129.00.