Online Upgrade Difficulties

SO AM/WAS DUE FOR AN UPGRADE ON THE 30TH OF JUNE 2018...AND ON MONDAY 9 JULY I LOGGED ONLINE TO DO AN UPGRADE...AND THE SITE ALERTED ME THAT I WAS NOT ELIGGIBLE FOR AN UPGRADE AS YET...THEN I RECEIVED AN SMS SAYING MY NUMBER IS DUE FOR AN UPGRADE ON THE 30TH OF JUNE. I VALLED UPGRADE SERVICES...THE CONSULTANT ALSO TRIED HELPING ME BUT SHE ALSO SAID IT SHOWS AM DUE FOR AN UPGRADE BUT THERE WAS A TECHNICAL FAULT...THE LADY SAID SHE HAD LOGGED A QUERY FOR ME...AND WOULD GET BAVK TO ME ASAP...ITS NOW BEEN MORE THAN 48HOURS....AND NO MATTER HOW MUCH I CALL..I GET THE SAME RESPONSE...THE CONSULTANTS CANNOT ASSIST ME AS THE MATTER IS OUT OF THEIR HANDS...I EVEN ASKED IF I NEED TO GO AND DO THE UPGRADE INSTORE...THEY SAID IT WNT BE OF MUCH HELP...CAN SOMEONE HEAR MY PLEA AND ASSIST???