Migrate to another package without migration and device cost

We received an email from Telkom informing us that they notice we use up our data before the end of the month. They informed us that we can migrate to another package WITHOUT migration and device fee in the middle of our contract. We went to Telkom Baywest mall in Port Elizabeth (with the email that Telkom sent us) and they informed us that we will have to pay for the device even after reading the Telkom email. We then phoned Telkom, but we sent sent from pillar to post. This is very frustrating and disappointing because Telkom themselves said that we could migrate without any migration and device fees