No upgrades department

I have been on the phone for half an hour with 5 different consultants who all try out me over to the upgrades department and as soon as they do the phone gets cut, I've been given 2 different numbers to contact and both just end. How am I ever supposed to upgrade if I can't get through to the ****** department and the nearest store 2 hours away. Might as well go to a different service provider.