Telkom lousy customer service

I've been a loyal customer for 4 years and would always recommend your lte plans to friends and family, maybe because I never had to call telkom for any reason. All of a Sunday when I need assistance I'm sent from pillar to post. The IVR doesn't allow my call to connect with option 4 when I dial 10213... I Wanna cancel my upgrade within the cooling of period but no department is assisting me. PLEASE ASSIST ME WITH MY CANCELATION OF UPGRADE. I'VE BEEN SEEKING HELP SINCE 28/11/2019