Delaying cancellation of upgrade

<p>In December I did a upgrade however the courier services will only accept a ID document. Since I didn't have mine I couldn't accept the parcel. So I returned. Now I'm trying to place my notification to close the contract line and been told they cannot due to a pending upgrade. Every time send a email indicating my intention to close the line I get told they cannot due to the pending upgrade. Them I'm told they will escalate the issuie to the relevant department and nothing happens. I was also sent a mail two weeks ago indicating that I will be contacted with 72 working hours and nothing. It would seem as vodacom I'd trying to prevent cancellation of the line by keeping the pending upgrade.</p>