Why have Primevideo.com if you cannot manage it??

I have prime video added with Telkom.The kick back is I want to upgrade but no one at Telkom knows how to manage the service.I was transferred to a total of 6 agents and none of them knew how to upgrade me instead they kept saying its the Sales department and then the customer service department issue everytime I spoke to another.Now my question is why does Telkom have a service that I pay for every month but unable to manage it or has trained agents to attend to it.This is the second time I run into an issue of this nature with Telkom. The last time I eventually had to cancel.Telkom please remove the service or give customers control on their accounts because you are clearly failing.I am still waiting for Menzi Magubane (team leader) to call me back to sort this out.