Cant Cancel Incorrect Service

On Thursday I completed an online UPGRADE request for my contract. The same day, I got an SMS confirming vetting has been approved and if I didn't initiate the request I should call 082-111 urgently. I ignored this as I thought everything was on track

Today (Tuesday), I got the same SMS about vetting and advising me to call 082-111 if there was a problem. So I called the number to find out what is happening with the upgrade.

Follow the prompts to an upgrade consultant - oh no, this was online so you need to be transferred. Then the online consultant tells me my upgrade was actually processed as a NEW line. So I told her I don't want a new line and she must cancel it immediately. No she can't do that as its already been processed, I must phone the admin department. So I asked to be put through to somebody immediately who can cancel this unwanted new line.

Call transferred to Ndlandla who proceeded to tell me that no, he cant cancel it. I have to wait for an agent to call me and its as simple as telling them no, I dont want it. I explain that the SMS I have received TWICE clearly tells me to call 082-111 if there is a problem to which he replies "I understand that but I am telling you what you actually have to do to cancel it"

Considering this started on Thursday and nobody has phoned me? Why if all these agents are sitting there waiting to take customer calls can nobody fix the problem?