Not allowed to upgrade need a new contract?!

My upgrade was due in August and not finding any deals I like I decided to wait. Upon finding a few deals I was really happy with I proceeded to the Glen Vodacom in the Game store the lady said they had no stock so I went to the new Mall of the South. The lady was extremely helpful and as she was about to do the upgrade she told us her system had crashed but I could go back to The Glen and do my upgrade there and come back and fetch my upgrade from them, she made copies of the required barcode numbers and off I went to The Glen. the woman was quite rude