Upgrade impossible

I am due for a upgrade on my primary cellphone number. It is almost impossible to upgrade online , so I requested that somebody phone me back, Which happened and I went trough the whole process and was promised delivery will take place with 24 - 48 working hours. Then I received another phone call to confirm the upgrade and she demanded another 6 minutes of my time. I am a pharmacist working in a busy retail pharmacy - We do not have time to waste like this.