**** about upgrade, Not keeping to agreement

Near the end of Dec I phoned customer care to hear weather or not I can do an upgrade to a certain package deal that ended in beginning of Feb. I informed them that I want an UPGRADE not a MIGRATION as I would lose out on the deal. The lady informed me that due to the fact that I spend a lot on this phone number that I could get an upgrade on the 13th month yet I was on the 12th, so she went to speak to her manager. after a few minutes of waiting she said that the manager approved the UPGRADE and I made sure that no extra payment is needed. A day or so later I received a message saying i had migrated. I phoned in beginning January again as I was still on old contract. They told me that it shows it has been UPGRADED but due to the fact it was done late in Dec, it will only be active in beginning of Feb. Just contacted customer care as I am still not on a new contract. Now I have been told that I did not go through the correct channels and that I am not allowed to upgrade to that package due to the fact I took out a phone on my previous package. I phoned twice before, why wasnt I informed correctly? Why was I told I have been UPGRADED? Why was I **** to? I want what was agreed upon!