Do I Qualify For an upgrade or not??

I got a call from an upgrades consultant (Fatima)yesterday offering me an upgrade and gave me the phones I qualify for, my response was that last year I was declined and don't want to waste my time, she said you qualify and your profile is high. I told her I will make a decision and call back tomorrow. I called a few minutes ago and got a consultant by the name of Phiwe who says I don't qualify for the device which I was told that I qualify for yesterday and that my profile is low, on querying this she was rude and would not give me an opportunity to speak. I asked her to go an listen to the recording from yesterday and she said it is not about the recording and I said it is about the content which was shared with me and surely she can see that on her system to which she confirmed she cannot. I found her to be rude and arrogant, she definitely did not want to assist to try and find out what happened between yesterday and today which is all the explanation I was looking for. Pathetic service for a friday morning.