Online doesn't work but in store you pay

I called in did an upgrade after waiting 48 hours and no one called. Was told the price you see in the book is only if you upgrade at the store (which you are inconvenienced by R150) after being told the amount has changed in the book by R20 I agreed. I was told some one from verifications will call I explained I can't answer the phone during the day unless they call between 12 and 1pm. No one has called AGAIN. I get an ams stating the contract is about to expire. Do I upgrade in the store to make sure it's done and who pays the fee