No knowledge of products

I phoned half an hour ago regarding my upgrade as i am due for one. I was given options and then when i wanted to upgrade, i was told i had to pay extra for the device every month and the upgrade amount would only take effect in November. If i wanted it to take effect from 1 July, I would have to pay my current premium and the new premium for the next four months, meaning over R 1000? Why is this happening? I was told this is how it is, and if i took it effect November i would still be paying an amount between R 10 and R 60 for the device until November. When i asked what the exact amount was i was told that they didnt know. Then when i asked why im paying the extra amount i was told because i will be using the phone. When i asked the agent how do they know this, they said but of course ill be using it. I then said i would only upgrade in November as i clearly cannot upgrade now. I then received an sms REF *** that my upgrade and contract has been extended for 28 months. I then had to phone back to have it cancelled. Unacceptable! I was looking at getting a new phone and upgrade but if this is what im going to have to deal with, id rather cancel altogether and go somewhere else