Upgrade reversal

I'm struggling to reverse the upgrade that was done by sell direct, I don't want the phone that was offerd to me. I can't seem to get hold of them on their ********** / 7700 . These people are ****** they give you the numbers that are not working.. I went to the telkom store and they could not reverse the upgrade. I'm not going to sign for the phone that they are going to deliver as I don't want it..