Upgrade and delivery

The above mentioned phoned me regarding an upgrade on my cellphone. We gave the go ahead to do the upgrade. She then said to me that the device will be delivered to me and I must provide a proof of residence, my I D and my signature. When I visited my local branch to follow up, they said that I was down graded to a lower package. We immediately started the process to cancel the upgrade. That was on the 21st of August. To date we have been struggling for the cancellation AFTER they delivered the device at my office without my proof of residence and my I D copy. I need to do an upgrade as the phone that I am currently using is not working properly. But I am unable to do so until this problem has been rectified. Kindly assist with this matter.