Upsetting

I was due for an upgrade in 2021. I took out a sim only deal. After a week or so i cancelled the deal to get a device, because i couldn't withe the sim deal. This was done on the phone. The device upgrade was done at makro. The device deal was 24months, so i am due to upgrade. When phoning they said no, it is only in 2025. So the sim deal was never cancelled And they cant fix it. I have been phoning for weeks each consoltant promising it would be sorted out before 48hours. After 48hours when i phone, no one has record of me phoning. I am so upset