Upgrade reversal taking extremely long.

I have been struggling to reverse an upgrade. I did an upgrade through the retensions department on the 18th of August. I called them back on the 9th of September to reverse the upgrade and do a new upgrade as I need a handset. I was told to wait 24 hours for the reversal and that they will phone me back the next day. The lady never phoned. I phoned back the next day and I was told that the reversal was still not done and that I had to wait another 24 hours. I have heard nothing since. I visited Vodacom in Clearwater this morning to get some clarification on the matter and the assistant told me that the reversal had not been actioned yet on his system, it only said “Modify”. There was also nothing he could do for me as I had to deal with the retentions department. He warned me that it could take weeks. This is unacceptable as I feel that I was **** to about the reversal. I am a long-time customer with three contracts at Vodacom and I feel that they couldn’t care less to assist me with this matter.