Upgrade failure TWICE

I have tried to upgrade my data contract twice now since January 2021. Twice now the order has been cancelled with no response back to me. I had to sit again on a call waiting for a consultant to assist me for 20 min just so she can tell me she does not know why. Then I asked her to cancel my contract. She can't do that either. Its ridiculous.. I have to now go into a store to do the cancellation!!!! Its the worst service ever!