Poor customer service

Good Day<br> <br> I have an Internet 5 promo which I took out in 2012. The package, which initially included all network data, was switched to telkom only data upon its introduction. I renewed the contract last year June. The package did not include a device. <br> <br> Due to poor data coverage, I wanted to migrate to the LTE 20 gig package at R399 per month. The consultant at the store informed me that this is possible and provided me with the application forms. The system was down and I was told that it will be processed and I will be contacted to collect the modem. When I was not contacted, I emailed the store manager. I was then informed by another consultant that it is not possible to migrate. <br> <br> The cancellation department informed me that the only way is for me to cancel the current package, of which there is a cancellation fee attached, citing that the billing department would have a problem with a straight migration. Upon speaking to a consultant in the billing dep, he was certain that it could be done at no additional cost and advised me to contact the sales dep, who could not assist me. <br> <br> It does not make business sense for Telkom not to allow this transaction.<br> <br> Kindly assist.