Staff do not know internal processes

I am due for an upgrade and attempted online. I received reference EOHDGB. Amelia then calls me from the call centre and we go through the questions but I could not receive the OTP. This happened a few times. <br> <br> I am then asked to go to the store. Why am I being inconvenienced when your **** does not work?<br> <br> At the store I am told I cannot upgrade due to issues on my account. Really? Have I ever missed a payment or had you chase your premium? Why not just tell me this over the phone so I need not go to the fn store?<br> <br> Please don't bother responding. I just wanted to point out my reasons for now not renewing this contract. I will def do so to all the others when the time arises.<br> <br> Its been fun but you knobs have become impossible.<br> <br> Cheers.