Upgrade BS

I did my upgrade online during their Black Friday specials. It has now been 3 weeks, plenty of emails up and down with their customer care people. I was told that the upgrade was approved and was waiting for my handset. Today I finally got upset and phoned them to find out what the hold up is. I was informed that it was only provisionally approved and I had to go to a store. Now if I do the upgrade it will be at the normal price and not at the black friday price anymore.