No one knows

I am interested in a buy out, as I am currently with another service provider. I phoned Cell C Head office and they explained I must go to a store, they will give me a card, I can settle my current account which is R1900 and then I can continue with my new contract with Cell C. I went to Century City, they explained the same to me but did not have the phone I wanted, then I went N1 City, and they explained exactly the same but also did not have the phone. I phoned Somerset West Mall Cell C and they advised me they have the phone. Sunday I went to them and they confirm the process. Unfortunately I did not have my necessary paperwork with me. Yesterday I take all my paperwork driving from Durbanville 60km to Somerset West and they advise me in store (via the Manager) that I must settle it myself and they will only then reimburse me. After making sure that I understand the process I had to drive a 120km for nothing. Cell C advertise this, but do not have stock and when you find the stock they do not know what they are doing. This cost me time and money.