Personalised website upgrades don’t work

I “attempted” to upgrade my contract. After logging into “my account” I clicked “upgrade”. I selected an Apple iPhone from the list of options and selected a premium contract. The following screen was titled “Confirm your upgrade order” and I clicked the large red button titled “Upgrade Now”. I even received a confirmation email. However, Vodacom’s system proceeded to create a new contract order instead of upgrade. This I discovered when I subsequently followed up on the call centre to see why I hadn’t been called. The call centre operator insisted I needed to cancel the order “for a new contract that I made” and made it difficult to resolve. The senior customer service person eventually agreed to cancel this new order (although I’m not sure I trust that it will actually happen and I will need to spend more time on the call centre following up), and I needed to process an upgrade again on the call centre. Not the greatest attitude at the call centre to a mistake that Vodacom has made. What is the point of having an online channel when it doesn’t work.