Sales team not being pro-active and communicating with potential customers.

I have a complaint I wish to lodge, however I gave the company a 5 star rating because vodacom is a great ISP and I cant give them a low rating based on one bad encounter. I have app**** for a contract phone via myvodacom online and received a reference number. I then phoned in twice yesterday and the first agent I spoke to said I need to forward documents to vadmin to verify my application. The second agent said that my application my application was not approved due to me having a low-profile score and therefore will need to forward verification docs to vadmin(which I already did) and she said that I should email vadmin for an update. So far have I not received any response from vadmin, I have even sent them a mail today requesting an update on the application, but still no response. What I find strange is that according to vodacom do I have a low-profile rating. However I decided to go with the competition cellc, gave them a call and my application got approved immediately and I just received confirmation that the devices will be delivered tomorrow. I really wanted to stay in the vodacom family but due to the sales team not being pro-active and communicating with potential customers caused me to look else where. That being said, I now wish to cancel the application please advise on how I should proceed or get one of the agents to give me a call.