Upgrade cancelled but contract not

I ordered a new upgrade from Adrian on the 9th June, I cancelled the phone within 7 days as it did not function properly. The phone was only collected on the 30th June. The upgrade has been cancelled but the contract has not been cancelled. Every time I contact Adrian to find out why she says she will send an e-mail or puts me through to another department. Lenon her manager also just wants me to call everyone else in the company. <br> <br> Please can a more competent person sort this matter out?