Upgrade serious

Upgrade - so mtn and all their agents been calling none stop for upgrades and each one gives different values etc. On Friday a consultant from MTN called agreed on an upgrade but still not happy with the increase and do not want to go ahead I have been phoning daily to cancel yesterday I get told they will come back to me to cancel my upgrade and would get an email with a reference, today I called and told sorry phone already on the way and dont worry when courier gets there just tell them to take it back, are you serious, MTN cancel my upgrade as I am still considering porting so cancel the upgrade