Contract Upgrade Confusion

Finally found a cellphone on promotion that's worthy to upgrade to, app**** online, then get a sms informing me i'm not yet eligible for an upgrade. Called the call centre, upgrades department, key in the number i wish to upgrade, automated response saying the number is not due for an upgrade yet, and I should dial *123# to verify my due date. There's not even an option to speak to a consultant in this "upgrades department". Do this again and get a sms again saying I am due on 12/06/2018. I have done this calling and requesting multiple times, same outcome.

Speak to a consultant from sales then get told to go to a Telkom shop. The shops doesnt have this promotion. And I would really like to get this cellphone but on the promotion.

Been requesting call backs. Received non so far. Can someone clear up this confusion? Either I'm due for an upgrade or not but I'm getting both these responses from Telkom.