Pathetic call centre

Call centre- absolutely no customer service. Upgraded a contract was charged for the old and new one together but only had the benefit of the new one. Tried to lodge a call and kept being told I cannot lodge a call to be investigated with the call centre I just go back to the shop who did the upgrade and lodge it from there. Who has rime to take off of work to do these things when I was double charged for a contract! Then you get told if you upgrade you must cancel the old contract this is not a new contract it's an upgrade no one in their right mind would pay for two at the same time!