Telkom CEO doesn't have a clue

Upgrade freeme 500 mb to freeme 2gig so I can stream music for free, wow exciting. Find out a day later that there is no such thing as "free" music streaming because you need to register at a cost with music suppliers. So, I phone the call centre last night and ask if I can downgrade they say yes and there will be no fee charged as it is still in the cool-off period, but I am told that I have to go back the the branch for them to do this. I go to the branch and get told they can't do it as it has to go to the back office? AND now I must pay a downgrade fee of R400? The sales people nor the broucher nor the web page informs the consumer of the music suppliers cost and I am sure written somewhere in the maze of t&c's telkom covers themselves with the fee charged. Point is, the staff are not trained to give consumers product knowledge and then the consumer has to suffer the losses. This is but a reflection of the modern day CEO who doesn't have a clue of what's happening on the ground and the buck stops there.