MTN online upgrade

I am on the Month to Month home internet 35Mbps package. This deal was done online and on the phone .Now i want to just change it to the 60Mbps package. after emailing customer care and got 3 different responses from agents that does only know they get a salary and nothing more.(I must go to a Mtn store to do it, I must cancel my package and then re apply for the better one etc) I have tried to apply online and it gives you the option to either upgrade or do a new application i chose the upgrade option. Mtn phones from the department that do this and tells me oh no they don't do it and i must phone *** which the call drops every time. Upon some investigation i find out the number is to report a ****** device! Is it so difficult to do it over the phone as it was done in the first place or is everyone employed by MTN through cadre employment.