Impossible to upgrade!

After being a loyal Vodacom user for MANY years, I have decided to look at alternative options! Clearly my loyalty means nothing to you! I am eligible for an upgrade and I have attempted to apply online a number of times. I have also had a consultant call me to try assist, but it was taking too long and I needed to go into a meeting. She said she would call back, but never did! Every time I try upgrade online, I am told that I don't qualify for the option I select, despite its on the page which says - options which are available to you for your upgrade! I am thinking of rather purchasing the phone from the istore direct and going with a different provider all together! Vodacom clearly doesnt care about their customers!