What an attitude - just get it right

Last week I called to confirm an upgrade. The upgrade was confirmed, and I was told to expect a call in return. I had previously made a payment arrangement on my account and through all the conversations last week was not advised that this affected the upgrade.I missed the call from the agent and called again today to continue with the upgrade. Prior to this my service had been suspended (Thursday) - I'm not even sure of the point of making a payment arrangement is as they are never captured on the system. Nonetheless, we made an arrangement again and my service was reconnected. With the same suspension SMS being sent yesterday.<br> When I called again today - the agent in the call centre once again captured the arrangement and confirmed that I could go through for an upgrade. When I encountered Nicolette Naidoo in the call centre - there was no willingness to help or explain why two sets of information contradicted hers. All I got was 'I have been working here for 16 years' and 'you're only annoyed because I'm not telling you what you want to hear' - all I was asking for clarification on was why one week ago (with no change to my payment status) and upgrade was approved and today not!