Inconsistent and terrible service.

I am very very disappointed with telkom I have never seen such an inconsistent company.. I want to change my package and yesterday someone was helping me over the phone and told me what packages I can change to.. Today I phone to follow up and get it done and no one wants to help me how does that work... Now I am told they only do it in store which I find hard to believe as I have previously changed my package telephonically. So what's the problem..