Override run around

I spoke to the customer service and was told multiple time that they was an override so that i can buy a product not covered. i went to clicks three time only to be told there is no override. spent hours on the phone no help. i asked to speak to a manager waited over 15 minutes till my phone died and i didn't even get a call back. it is also very clear that the customer consultants do not know what they are doing, the knowledge between them is inconsistent.