How hard can it be to upgrade

Why is it that doing an upgrade is so hard. First thing was I was given incorrect information and vodacom couldn't resolve the service failure. Couldnt even care to rectify the error. Now that I qualify for my upgrade, the online call centre can't give me straight forward info and don't know what the meaning of calling you back, once a call drops. Then also I'm chatting again on fb messenger to them and they advise I must go to a store to customize my order, why does the online people say one thing and messenger people say something different. I understand that for my husband contract to add a watch, I must go in store as it's and add on to an existing contract. My one is an add to an upgrade which I was told I could do. I have requested a manager to call me from my previous complaint but juts got a standard response saying wait for your upgrade in December. Can I please get a manager to call me as this is really pathetic service for a client who has been with you for years.