Unhappy and Disappointed client

I've never received such a ridiculous service in my entire existence. I sent Telkom an email over a week ago requesting to cancel my upgrade request and until today I haven't been assisted. I tried calling them countless times as well and have been taken from pillar to post without being assisted. I'm not happy with their service. I'm trying to cancel the contract upgrade I had requested last month and return the Wi-Fi router as it hasn't been used but I'm being told I can't, this is ridiculous.