@Shagedorn : You can talk to a person with PAYGo. You dial 1-800-575-9090, option 4, option 4, option 1. Zero doesn't work. Since today is Christmas, there may not be an answer, but there is most days.
Unfortunately, many people are not patient enough to listen to the end of all the options, but a person is (usually) there.
I have not tried it recently, but when I could not find the choice I wanted through the menu, pressing zero repeatedly eventually got me through to a live person.
Welcome to Community Forums!
I realize the wait times haven't been ideal this holiday season.
We can assist you with your upgrade, please to reach out to us via PM @CommunityHelps and we'd be happy to assist you.
For more information on our Private Message system, take a look at this page.
I called the number and selected 4, 4, then 1 and it took very little time for someone to answer. I was able to explain my concern and she was able to answer all my questions and solve the problem.