Extremely Poor Service

I was called for an upgrade by the rewards team , got the device but cancelled the next day and asked for it to be collected 13 December already, few phone calls later and after being advised it is on Urgent collection status to date no one has been in contact and i am expected to pay for a device which i do not want. Why does the customer have to follow up all the time but you quick to call for packages selected just for me !! Been a loyal paying customer for years and have a few contracts but alway dissapointed when it comes to service. PLEASE HELP……. Or then advise how to cancel all my contracts