corupt service provider

How is it possible that you can do an online cell phone upgrade and you cannot be allowed to an upgrade at a Vodacom store or their 3rd party store. I have 5 contracts with Vodacom, all renewable and I renewed one two months ago. now I am told that I can only do online an upgrades. I was even refused to be given the ombudsman no/details. There are some very helpful staff and some who do not care. I would like to have information as to why one can get an upgrade online and not through a store. Does this mean you need to go to a store to check the item and then go online and during covid-19 times. Some store are in the middle of the shopping mall. Is this how a service provider treats its long serving customer.