Call center staff did not give correct information.

I app**** for the pricelock option on the 3/3/2018. On the acknowledgement email i was advised it take 3-5 working days. which didn't happen. After day 10 I was requested to send supporting documents. why didnt they tell me that on the initial call? We send through the documents then waited for another 7 days before someone called me and requested my husbands documents I dont understand why, the account is in my name. On the 29/3/2018, they finally came to install the explora. We went on holiday for easter weekend so i never got a change to see if all is in order. When we came back on tuesday, I discovered my package is on Compact. I specifically asked for the compact plus option on all my emails, not once was it ever mentioned it is not available. Only discovered yesterday when I called your call centre. I requested that you humbly change my package to the Compact plus, it does not make sense for me to downgrade.