No Feedback or resolution on logged product change query.

I went into the Telkom store in Clearwater about 1.5-2 months ago to upgrade my mobile broadband data package, as it was due for an upgrade. I was upgraded to a fixed 24 month contract without being advised of the same bundle without a router as a month to month contract. I discovered this month to month offer was available and asked to be changed to this package instead of the fixed 24 month package. This I did within the 7 day cooling off period. They logged a query for me to have this done with their help centre. I received an SMS stating that a query was logged. I returned the router I was given and asked them how long the process will take. They didnt seem to know. I asked will someone call me when this is resolved. I was told no. Since then I have tried to call their help centre several times to no avail. How do I get someone from Telkom to assist with resolving this. I am very annoyed by this pathetic customer service. Do I need to approach a lawyer to sort this out?