How hard can it be to UPGRADE?

I have 7 contracts with cell C. 2 months ago I had no trouble upgrading on one of them without being in possesion of the Sim Card. ( one of my employees left with it over a year ago.) Today I am trying to upgrade on a contract with the same problem. No SIM card. All of a sudden I cannot do it over the phone because it changed last year for my protection as a customer! How come I was allowed to do it 2 months ago and not now. The lady insisted on sending me a pin on the sim that I do not have with me. Last time they were happy to send it to my phone no. I do not have the time to go to a store neither do I want to spend extra money. If I am refused an upgrade over the phone I will not renew any of my 7 contracts again.