Just want my upgrade no one can help

Can a senior person who knows what they talking about phone me about my upgrade. Ragmah Stevens told me last year that I can upgrade from 29 Feb. I go to Mall of the South and they can't help because they don't have the equipment.? So they phone The Glen and Lebo says she can help so I drive to The Glen and when I get there Lebo says she can't help. Huh? Time and money - who is going to refund me. The staff at the Glen are laughing and playing like kids - apparently they are allowed to play around because they are just a franchise - well to clients we see Vodacom... Very bad image. You are wasting my time. So no one can help me because I'm on some 3 D stuff that I didn't even know about. What now... I am a VIP red client and pay over R2500 a month... Definitely not worth the service. What now because I am at a loss... Am I allowed to upgrade or should I just keep same phone for the rest of my life or maybe I should just go to Cel C or even Carte Blanche. I expect an urgent call from a senior person... Highly disgusted. I have been complaining for years but who cares?