Answer queries lodged

Did online upgrade. This apparently disappeared. Lovely consultant returned my call to do the upgrade once I called in to query status. She was very assistive. Please pull the recordings and let me know why what was told telephonically is now different to invoice. I called in today and after 32 minutes requested upgrade department to go through invoices together with pulling the recordings. Veronica I am still awaiting your call. Please revert back with findings. Every upgrade there is issues, why? How difficult is it to do an upgrade right first time? I don't need a fancy invoice showing me charges for this and that, I know what I agreed to, so all the ins and outs of this and that promotion app**** are meaningless. Just show me what I agreed to, usage, handset charge. Simple?