Hassle of cancelling

Vodacom never ceases to amaze me, I did an online upgrade online today and because I’ve been struggling since last week I decided to call the upgrades department to confirm if the upgrade went through. i got through to an agent called Thulani and he said its too bad I upgraded online if I had called the upgrades department I would have received the same package (Huawei P Smart and free smart watch on Flexi 375 at R479p/m) and also he would throw in 2GB for 24 months for free, I then asked him if it would be on the same package, no hidden fees he said yes its on the same package no extra fees he would just sweeten the deal for me with free 2GB per month for 24 month....I asked asked if I can reverse it and he said yes I can I just need to call the online team to reverse the upgrade,fair enough he took my number and said he would call me back after 20 minutes and he put me through to the online team, I then called the online team and thats when I started hitting brickwalls, some told me the upgrade has been reversed but to my surprise Thulani called me twice and the upgrade wasn’t reversed, I called the online team again I was told the order is still active but I need to email ********** which I did and then later called the cancellations department to check and they confirmed that the order is still open, I then explained to them the reason for my upgrade cancellation that Thulani’s offer is much more interesting the consultant I spoke to seemed to be brushing me off he said he will call me tomorrow....now why should I struggle to cancel this?? I was made an offer and thats what I want now (you can pull the recording for the call made today the 15tg March 2018 at 13:43 to hear my conversation with Thulani)....please sort this out and deliver on your service as Vodacom