bad service from vodacom

i was phoned 21/01/2021 for an upgrade on my router at first i said its ok but phone them 10min later and said to rather cancel my upgrade as we have uncaped wifi at home. cancelations said that nothing is loaded on my name as yet and i spoke to Riana at upgrades she said the order has not yet been processed and that she will make a note of this on my account, now that i want to give notice to end my contract they loaded the new upgrade i struggle to get hold of anybody to assist me regarding this as i DONT want the upgrade