Cancellation not done & your information is not correct!

I emailed my cancellation request on the 11th Jan. As per your processes no one can confirm if the email has been recieved or when it will be done. I called on the 16th Feb only to be told that it hadnt been cancelled. The call center agent was then able to cancel it immeditaley for me over the phone.. and what about the extra that I was charged?

to add insult to injury I went to one of your stores to upgrade my contract as per your sms service *123# my contract is due for an upgrade on the 29/12/2017. only to be told that it is not yet due for an upgrade and that the sms was wrong and there is nothing they can do about it now I miss out on the special that i wanted and specifically waited for which is over on the 19th feb.

very dissapointed.