Disgruntled customer

Bad service I got from both the contact center agent and service center offices, we have been struggling with our package (converting it from a month-to month to an annual subscription) and when you speak to the agents we are told different stories, we were given a figure to pay that will cover the annual subscription, but after speaking to agent Afrika (hope the spelling is correct) she told us there is a balance that needs to be paid first before that can happen, the company needs to understand that its the older customers that they need to look after as those are the people that still use the services , really not happy with the service I received from both Afrika and the service offices