Should not offer products not supported by service

I am a premium member and just wants to upgrade to the explorer deal. You would think this would be easy, by after several calls I cannot get this done. The first agent that called me, I confirmed to go ahead and she apparently never did the application. The second agent that called me gave me different information than the first one and when I questioned it he kept answering my questions with information that is not what I am asking. When I spoke louder so that he can hear my question he told me that I am shouting at him and he will not help me. I confirmed that I will be happy if someone else help me. I have logged into the website to do it online, you cannot do it, nor send emails. So how am I suppose to get it done and why is there not an online application to complete?