Simcard upgrade

I have been trying to upgrade my contract, I called 10213 as I was advised in my email. I spoke to a consultant she asked me to call 081180 then select option 3 I did with no luck I tried again calling 081180 spoke to a guy he said he'll transfer my call in few minutes my call was canceled Also tried online, followed the link that was sent to me via sms still I couldn't upgrade it.