Upgrading with vodacom is painful

I was due for an upgrade the 6th of Feb. When I entered my nr on the website it keeps refusing saying the phone is not eligible. No explanation! Finally today I phoned them. They then indicated that an amount is outstanding. I paid the amount immediately. They send an confirmation SMS. We then tried website again without success. Phoned again after 7 phone calls with different people and asking every time for authentication and if I paid. They finally allowed me to upgrade. But guess what it takes 3-5 working days!!!! On website it states next day delivery! It is not our fault that we are unable to upgrade on the website. Vodacom service is 90% of the time like this. We as family have been a client for 22 years but that means nothing to them. The longer you are with them the worse the services is.