Mr Price branches Sing different Songs

I went to Quagga Mr Price to change my account from 12 months to 6 Months in March. I was given a form to complete which I was advised it will be captured and the months will change. Received my statement and it was still on 12 Months. Went to Mr price Kollonade and they said their printer isn’t working so they cannot print out that very same form I filled at Quagga centre. They said I should go to Mr Price Home, went there and they said their faxing machine isn’t working so they won’t be able to send the form to Head office. They then told me to go across the street to Retail park and try there. I didn’t. Today I visited Mr Price Atteridgeville lol they said to me that my balance need to be on R0 for it to be changed to 6months which I explained I was never made aware of by all 3 different stores I visited. The person who assisted me called the head office or call center and we were on the que for over 15min. I said ill take the matter further she then called Quagga MrP to do a follow up, her first question to the person on the other line was isn’t it the customer must have a R0 balance before we change the months, the guy said no you can change it as long as the account is in good standing and instalments are paid as required. She was very surprised. How is it I know more of the system than someone employed by the company. Very surprising!!! She then gave the other person my details including ID number to do a follow up.