Upgrade cancellation taking a full month

Good evening. 2 upgrades were done online on 16th of April that were requested to be cancelled as the devices could not be delivered to myself. After almost 2 weeks the upgrades are stll not cancelled. Numerous calls to call centre agents wit ref nr's, request for management to contact me, all for nothing. Can someone please assist a client that was loyal to you for more than 15 yrs and paying around R3k per month. I would appreciate any response since I did not get any since the 16th of April.