Incompetence at work

Done upgrade, insread of upgrading my current line tgey issued me eithva new line resulting in me paying for lines not used. Went to store told that they would switch line by taking the upgrade and adding it on correct line we going for 2 months abd each tie I call its being escalated if I new the hassle should have just bought a phobe from retail store and kept month tk month as theres no resolution in store and no management as I have been there different days of the week.