Call Centre

I have internet contract with CELLC, I have recently upgraded the contract last month and I wanted to increase my package to the one for 3GB if possible but when I contacted your call centre no one seem to know who I need to speak too. I spoke to you customer service they transferred me to the upgrade department and your upgrade department are telling me that I needed to speak to customer service again or go to the store to change my package. I don't understand why do I need to go to the store because I took the contract with you guys not with the store. I am A VERY UNHAPPY CUSTOMER AT THE MOMENT AS THIS IS A SECOND HELLOPETER COMPALINT I AM FEELING IN 2 MONTHS. It seems like your call centre does not know anything and I always have to fill a hellopeter complaint in order for me to be assisted.