Hi there Dianne234
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you have faced an issue contacting our teams in regards to both an upgrade and a cancellation! I understand that this has been frustrating. We do not typically handle cancellations or package changes via the forums, however due to your experience I would be happy to have a look into this with you via a Private Message and see what we can arrange.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
