NOT ALLOWED TO UPGRADE - WHY???

FOR Months now we are trying to UPGRADE but with no joy. the Newcastle branch is for ever either not working or off line or no stock REALY!!!! After the Customer service rep confirm my ID, name, address i was told she can't assist because I answered 1 question wrong *** I am phoning from my phone you have all my details, o and then she cant say if I perhaps let-out a nr in my id or what so STILLLL NO UPGRADE OR SERVICE