Different Feedback???

I went into Cell C Westgate and was informed that I can upgrade 1 of my contracts on the 2nd of January 2022, I sent an email to customer care to confirm but got a call that I don't qualify I should call Upgrade department, I called customer service to get transferred to Upgrades, went through all the security questions again and was advised that I do qualify but need to talk to Upgrades, eventually got through tp upgrades was informed I don't qualify even tough they said in store I can upgrade the 2nd, the reason being I missed payments - but the contracts go off on a debit order. . . . . I have been a customer since 2018 but it seems like they don't know what they are doing because the 1 says I can upgrade then the other says no I can't. The gentleman in Retentions department was very nice and helpful I am just very unhappy about the different feedback and that I can't upgrade even though the debit orders went through?