Bad customer care

My contract was due for an upgrade in October, I received a call on the 07th October at 12H28,i spoke to a consultant and agreed to upgrade and took a Huawei Psmart 2021 phone and agreed to keep the benefits that I had on the previous contract. To my surprise on the 5th November when I received my electronic statement I noticed that there is a new contract added to my account. I did not want a new contract, I just wanted an upgrade. I called the customer care and was transfered from one agent to the other. It's not fair because it seems like your agents don't know what they are doing. I spoke to 5 different consultants, the 1st one was from custome care, he transfered me to another vconsultant who told me that she is working from prepaid, then she transfered me to another one who said she is working from the delivery department, she then transferred me to another one, who also said that he works at accounts and he also tried to transfer me but he hang up the phone. Then I called again and spoke to another consultant from customer care and he told me he is going to log in a call and I will receive a reference number and I will also receive a call within 24-48 hours. Poor service, being transferred from one agent to another and still nobody attended my query