Upgrade failure terrible service!!!!!!!

I have been a client of Telkom for the past 5 years now and surprisingly have never had any problems, however I am trying to do an upgrade on my contract at the moment and I am totally disgusted to say the least, I am being told that I am unable to get the package which is 1. Suitable to my needs and 2. Affordable for me. Working in sales myself I understand that you sell to a clients NEEDS. I currently have a phone which is on a 5gb plan which was only taken because it was a good deal and affordable for me. I have now seen a deal on the Telkom site, which is an upgrade on the device I have, with the plan being a 1.5gb plan, which is suitable and affordable for me. I am being told that I can’t get the device because the package is a downgrade and that can only be done in store, hence this is an online deal and isn’t available in store. My main concern now is that I am being denied the device and contract that I can afford and am being told that I can only get it on a 6gb package, which is totally out of my budget and I wouldn’t utilize because I have WiFi both at work and at home. I don’t understand how a service provider that I always defended is denying me the client what I NEED, as a client I should be serviced according to what I need and can afford.