No answer at the Call Center. Cancellation of Contract taking forever to process

Firstly ... no answer on their call center. I have waited over 30 minutes to speak to a consultant which never happens.

Secondly ... I visited their Rosebank Store to upgrade my contract as i was told i am eligible for an early upgrade. The Sales person incorrectly loaded it as a new contract instead of an upgrade. When trying to amend the initial error i was advised that although i can early upgrade i will still have to pay for the remaining months on my existing contract. immediately thereafter i requested for the cancellation of this new contract. I was provided with a case number. it has now been three weeks and the new contract is yet to cancelled. After waiting for ages and eventually getting hold of a call center agent i was told that they are awaiting confirmation from the store that the device was returned. I've been promised by the call center agent that she will follow up with the store and contact me once the contract has been cancelled. As this was error by the sales person i expect that all cancellation fees will be waived. Furthermore, as the cancellation request was done at the same time of the new contract, according to the Consumer Protection Act i should not be liable for any fees, however i will not be surprised if i see a cancellation fee on my next bill.