upgrade hell

Hi, I would like to voice my dissatisfaction with my upgrading process, we now have an app whereby we are able to do everything, yes even upgrading your contract, but it was the most disappointing process I could have undertaken.... I did not get the personalized upgrade given to me, but that was only told to me after me having to phone a few times to ask how far along the process was, also after finding out they gave me a better deal giving me more than than the upgrade deal for more money but only after I received the phone did I find out I was downgraded to the lowest contract giving me less than I initially had and with which I could not get through. I have been to three different stores and been on the phone a few times and no one is able to help me because everyone is working on a different system. Pls help as I am at my wits end. Thanks