Pathetic knowledge of their own policies and procedures!

My phone was ******. I called to enquire wrt a premature upgrade, and was told that my contract date could be overridden. I am a Red customer, and my bill was high enough, apparently. That was on 11/11/2017. When I spoke to them again on 13/11/2017, to various people, first it couldnt be done. Then eventually someone again said it could be done, and said it was done. When I then called the sales department on 14/11/2017, it then still stated that I couldnt do the upgrade! Then they say I can do it in store, and when I now call a store, they say they cant! The call centre can! This is truly pathetic that not one person is actually saying the same thing!!! And I think that maybe I should just move my business accounts, even though I have been with them for years!