Upgrading

On the 16 Aug 2021 I did an Online application for an upgrade on my Cellphone and it has been approved and the friendly Agent told me the new phone will be delivered in 5 working days. After not receiving it in 5 working days I contacted them but nobody got assist me then I went into the Telkom shop at Canal Walk and they told me I do not qualify for an upgrade by then I was very confuse because on line they told me I qualify and will receive phone in 5 day and here in the shop they told me I do not qualify. Somehow the computers do not talk to each which is very confuse. I do have a Telkom line with a combo meaning it is a house line with a cellphone.. Now I am still confuse and would like to know if I do not qualify for an upgrade was did I qualify when I did an online upgrade. Don't tell people they qualify and in the next breath they don't..