Profile to low after 3years

I had the problem with no stock after the upgrade, the voda shop called and told me that they have stock and I can come upgrade there

Got there and my profile showed already upgraded and processed

I then cancelled the upgrade as instructed by the lady from the upgrade department and then I would be able to do the upgrade in store immediately

When this was done the guy from the voda shop tried to do the upgrade for the same package I was approved on by the upgrades department and then was not approved fro my profile being to low? Also I have lost the deal that was given by the upgrades department!!!

No 1 in the upgrades department could explain this???