upgrade reversal

good day i phoned in to cancel 2 contract that i am not using anymore since we have fibre at home and at our bussiness, but i ended up with a lower contract on my phone (which i was not told that it would be an "upgrade") now i can't upgrade my handset i phoned in 3 times in last week to have it reversed. i am with vodacom for 20 years. if i did business like this we would not have a business anymore. what must one do to have this reversed.