Cancellation

I received a call on Monday to upgrade my contract which I did, but on Wednesday I changed my mind and decided to cancel the upgrade. I was still within my 7 day cooling off period so I didn't think it would be a problem. I called and got tossed around like a ping pong ball between customer care and sales. On Friday i went to the outlet where i was told that they could not get involved in telephonic transactions and referred me back to customer care who referred me to sales. So question to Telkom, do you know the meaning of customer care and customer retention?