Poor service

I called customer care service and asked to talked to one of the consultants at mtn contracts retention and ask for a contract migration then they told me to go to the store. I went to the store and when I got there they said they can't do contract migration only retention can do it so i called again to retention but no one is willing to help me with this so i am just wasting my time and money with up and down trips. Why do you tell me to fill the forms knowing that you will not be able to help with it. I went to ermelo mtn shop when i told them about it they told me that i must go to the head office which is in plokwane to do contract migration.