Impossible to Upgrade

I am trying to upgrade my cellphone contract. I am due for an upgrade since the 12th of October and tried to do it on the mobile app, not possible. Tried it on the website, not possible. Keep getting an Oops, something went wrong message. Received a call a week ago and thought I got it done over the phone. Followed up via the chat bot today and was told there is no active order. Unbelievable. Tried to upgrade via the bot but now there is no stock, and the promotional additional data also no longer available.

Appalling service. Perhaps it is time to seek alternative service provider when my contract runs out!