Contract upgrade went wrong

So my contract is due to expire tend of June 2020. I have never missed a payment on my contract for 2 years. I phoned to cancel an the consultants insist i downgrade which i did. Then a week later i went to one of the stores to get a phone and was told i need to phone call centre to cancel my first order first and i did that. First call i was told i cannot cancel the order. I phoned again and the guy told me he will charge cancellation fee and i said fine. He then promised me that he can get me the phone and delivered to my door step asap. To date no phone was delivered. I tracked my order K***. Order was returned apparently the driver could not get hold of me. This is the reason i hate telesales. No person to talk to or to escalate to. If my phone is not delivered to me by Friday. I will reverse my debit order for June you will not get a single cent from me. Please make sure i get called on *** as i cannot waste time again on the call centre as the calls drops or people can't assist. Remember on my contract i have never missed not even one installment. Need you to explain cancellation fee charged as well.