Refusal to reverse upgrade

I was called for an upgrade and agreed to do the upgrade. The day after I called to request the reversal of the upgrade / cancel and was assured I have 14 days to change my mind and that a request was sent to the backoffice to request the reversal. Cannot recall who I spoke to. The next week I called again, 3 March, spoke to Dylan to confirm and was assured still within 14 days and a dispute will be sent for the reversal. REF***. Called a 3rd time again requesting reversal and cancellation. Again told a request was sent. Also told they cant cancel before the reversal is not done. Spoke to a lady on this call who was somewhat rude. Turn around time for each request 24 to 48 hours. On this 3rd call i asked for feedback and promised they will get back to me. Nothing. Called again yesterday. There was a message on their phones to say you cant speak to the cancellations department. I opted to speak to the upgrades department to enquire if my reversal request was adhered to. To my surprise there are no notes on the system of my calls and my upgrade is still very active! Spoke to a manager, Keegan at upgrades that promised to email the manager at cancellations to assist me. Cant transfer me as they have no Ivr lines. Asked to be copied on the email to the manager. Got told because of POPIA i cannot be copied? On an email about my own information?Again a turn around time of 24 to 48 hours! Worst service experience.