Poor customer services

I did an online upgrade on the 4th Nov and have not had any communication from Vodacom since. When I followed up this morning I was advised that the item is still at the store to be dispatched. I therefore decided to cancel the item to go in store and do the upgrade but was advised that the cancellation can take up to 24 hours. This is pathetic customer service from Vodacom. Please could the cancellation be done today?