LTE Package Migration

I e-mailed Telkom Mobile asking them if I can change my current package from the 100GB LTE-A to 100GB + 100GB Night Surfer LTE-A or to the 200GB LTE-A + 200GB Nightsurfer. Answer was yes all I need to do is go into a store and fill in the application which I did on Saturday 28th Nov. I phoned head office today to find out why it hasn't been converted or what the progress is. Answer I get is that I can convert however I need to pay a penalty. In original request/response no mention of a penalty!!!. Thus I can convert however I will pay the same price as new customer but I wont get a device and I will get a penalty. How does that make sense? I already have the device thus the fee should be less. Transfer the existing device to the new package ( same device per package )?!