Can't get upgrade and no one can explain why

Two of my numbers are due for upgrade and for over two months i have been called by numerous consultants offering me upgrades, however, couldn't continue due to a note from their legal department. I have on countless times tried to get information on what this legal issue is about and i have had no feedback. I have been paying my account monthly via debit order and I have never missed a single payment. Every time I get put through to various departments with no one able to explain what is going on. Today i made yet another attempt and spoke to Lynn on 084 140 (upgrade) and she called me back with no explanation but transferred me to legal, which off cause the call cut off. She gave me a number to dial should my call get cut off and i called *** ... guess what??? it's the wrong department - the lady who picked up my call said i am through to vitality and attempted to put me through to legal - no luck a voice message told me the number i have dialed is incorrect. I need someone to please let me know what is happening here?