allow me to do an online Upgrade please - I am due!

I am due for an upgrade, I then tried to do it on my own, it kept saying the deal i chose i do not qualify for ,then it filtered the deals for me, when i chose i wanted it still said not eligible. i then requested a callback, the sales agent said I was due for an upgrade but after the security questions it blocked me, (the questions where all No answers, asked me about a Bears account, if i am married to someone that i have ever met and that i am 61 years old) It failed me and blocked Phindile Precious9she was amazing, this is not her but the system) from continuing with the upgrade. the advise was that I go to a Vodacom store, which is a mission and I do not have the instore payment. please assist, and allow me to do my upgrade, rather fix the system as it is evidently glitching.