Cancellation issues

Why is it so hard to do a cancellation. Firstly i phoned *** (option2). After holding for some time and asking all the relevant information i was told that they cannot assist, as there was apparently and "upgrade". which i do not have any knowledge of. So i was being transferred to another number. Again holding for some time, and after all the relevant information again, i was told i need to phone *** again. Being asked all questions about upgrades that was done, and me explaining the whole time of no knowledge about the upgrade. So the one party sees and Upgrade and the next party sees no Upgrade. Really now. Pathetic service.