Poor Upgrade Process

I am currently trying to update my contract. I completed a quote last week Friday on the 19th of February on the phone with an agent, after the fact I decided that I was unsure of the device that I had chosen and requested for the quote to be cancelled yesterday morning 22nd March when the confirmation department called to confirm where the phone should be delivered.

I then went to the Vodacom shop in Cresta today 23rd March at about 11:30am to determine what my options were and for us to proceed the quote needed to be cancelled as it was still reflecting on the system as open. The in-store agent called the Vodacom line where I had completed the quote ***to request for the cancellation to be completed, however the agent who was assisting could not cancel the quote as she could not find my profile and I had to leave the shop without completing my upgrade.

The agent called me back to inform me that she has tried multiple times and still can't find my profile and therefore did not know what to do.

Agent name is Annie Naidoo, call reference 427742

What is strange for me is how could I have completed a quote and received a call from the confirmation department for delivery of said phone if I do not have a profile on the system.

In addition to this, I currently have an existing airtime contract with Vodacom.