Poor service to loyal paying customer

I was due for an upgrade on a device I was no longer using. As a condition to upgrade I requested that the account details be changed as the new owner was willing to pay the costs. I sent the required documents through as discussed with the agent. The upgrade was done by the account details were not updated. Customer care should be about "caring for the customer" not just ensuring that you get paid as vodacom. I am dissapointed as I am now being told I need to go to a store to resolve this.