According to Telkom staff a customer should not read Telkom's terms and conditions before signing for a contract.

I wanted to migrate my 50GB LTE package to a 100GB LTE package, I went through the terms and conditions and according to the terms I can migrate upwards without penalties but not downward. I called the 081180 call centre and they told me to phone 10213 option 1 and option 4, I tried this but this is for upgrades and the automated voice asked for the phone number in question, because my number is not due for an upgrade the voice said telkom can't help me and hanged up. So I went to the store in Menlyn, Louisa there told me that if I want to migrate I will have to pay a migration fee , sign a new 24 month contract and pay R50pm extra for the device I'm already using. I told her this is in contradiction of the terms and conditions that I signed up for and showed her the terms and conditions on the telkom website. She rep**** that Telkom's terms and conditions is wrong and I shouldn't read it because what's written there and what happens in real life is two different things. My question; Is this true? And if so, why do telkom even have terms and conditions?