3 Different responses to 1 query

I currently have a Smart home essential contract that's in month 13,10 GIG,2MBs line,I require a line of at least 6MBS,I sent a mail asking if it was possible to upgrade my existing package and what it would cost to make these changes,I received a call informing me that i could only upgrade to another smart home package and these don't come with uncapped data,i asked what it would cost to cancel,the agent asked me to contact the cancellations dept,My 2nd call was different, The new agent said that i will be able to upgrade but there will be cost implications,He said new monthly package would be R 999 per month for 10MBs line,I queried the premium as your website states that the same package is R 574,he had no answer for me,on my way home i decided to stop by a store, The agent there told me in no uncertain terms that i will not be able to upgrade without even checking anything, I asked about cancelling and the cancellation fee, again without batting an eyelid she said i will be responsible for the full amount for the remainder of the period,Surely that cant be correct especially with the CPA?I want to pay your company more money by upgrading yet i am being asked to cancel