upgrade issues

i called the cancellation department on the 15-01-2015 to cancel a contract. the consultant offered me a much cheaper package to which i accepted. the migration of the new sim was suppose to be done on the 01-02-15. to date I am still on my old package. i called the call centre for help on the 06-02-15 after been on the phone for 1 hour i was advised it will be sorted. on the same day I sent an online email for help. got respone mail advising I will get feedback with 24 hours. to date I have had not a single response. i went into a local vodashop at the pavillion shopping mall for help. i was advised that they cannot help as the deal was not done from the store. i cannot get any help in sorting out my issue.