Customer service

I have been a customer of Vodacom,s for years and have a few contracts with them. my husband has been due for his upgrade for about 3 years now and has never got his upgrade as he couldn't find a phone that would suite his job as he works with water and mud all day doing boreholes. and now his phone has started giving him problems so he went to take his upgrade and got the CAT B100 on Tuesday the 12/01/2016. then he started playing around with the phone and the next day when he went to work he needed to test a borehole and needed a stop watch and looked for 1 on his phone and discovered it didn't have one so he thought of mabie swapping the phone for the CAT tough screen and phoned Vodacom customer care and they advised him that he had 14 days to exchange the phone so on Sunday we phoned Vodacom in Alberton City and told them the problem and the young lady that we spoke to said that it was possabile but it is up to the store manager and she is not in we must come on Monday so on Monday morning we phoned the store and the Manager was busy so we went into the store and all of a sudden the story changed we cant change the phone so why could they not tell us that in the first place