No assistance with the upgrade

I have a 7.5 Gig sim in a Router that I took out 10 months ago. In the beginning of this month I called to ask if I can upgrade, the lady on the phone said to me that it is not a problem at all. I can confirm all the details to activate the new contract so long, I must just go into the shop to cancel. I then went to a Telkom shop stood in a line for half an hour just to get to the front to hear that I must call Telkom to cancel the account the consultant looked on the system and said it is not a problem. When I called today there is a different story again. I can't cancel the account it is a 24 month account so if I cancel there will be an admin fee plus a device fee. Really is this a money making scheme.