Inefficient

In February 2016, i was due for an upgrade. I did my upgrade at vodacom, constantia. Last week, i went to vodacom in blue route tokai fo find out, when is my upgrade. To my shock, they tell me september 2018. To my knowledge, it must be February 2018. They advised me to go back to constantia and find out what is happening. I went on the 7th december and they could see that upgraded happened in February 2016 but their system shows upgrade needs to happen in september 2018. I do not know why the paperwork was not processed. The person who helped me is no longer worker at the store.They informed the manager is off duty and will contact me in the next 48 hours. I phoned today and spoke to the manager. The manager did not feel the need to contact me and explain what is happening. Is this how vodacom treats loyal customers?