Upgrade

About 4 weeks ago my husband upgraded his one contract. When he followed up on the order he was informed that there was no stock. He then changed his order to another phone as the consultant told me that there was stock. When he call a week later to query this, he was told there was no stock. So he then cancelled the order and went in store to do the upgrade as the store had stock. There he was told that he can’t do the upgrade in store because his portfolio is a 4. This is something we have been fighting for over a year. We can order online, but can’t get the same thing in store. I have asked this question on your Facebook page, but have got no reply. I feel that some sort of assistance in getting the phone from a store would be great especially since two different t occasions your online upgrade department said there was stock.