Uncer*****y with contract upgrade.

Feels like I'm on this business every second year now....

I've done an online upgrade using the website Jul 5, 2021 and got a reference number via email. 2 days later someone calls me asking me if I knew that I was eligible for an upgrade. Told him I already did it on the website. He tells me the website does not work, and I can do it with him. So do the entire process of voice accepted contract and then nothing from there. If I check my number it shows I can still upgrade. Call center gave me this number: *** which is also not working. Not sure how to continue with this, should I go to a shop or just wait another 3 weeks to see what happens.