Agreed contract not being implemented

Worst experience ever in dealing with the cancellations department. Contacted them to get my contract cancelled because the branch on their systems cannot give e my preferred package. This team then gave me an option that i accepted. Only problem is that i am now not able to get the options they offered because after 2 calls and speaking to 2 different consultants i am not yet on the correct option and 2 other numbers i asked for to be cancelled is still not cancelled.