Vague response on upgrade declined

I have been struggling for longer than 2 months now to do an upgrade on one of my lines with Vodacom, first the order was cancelled due to address being invalid, which is impossible because I have used this address for linger than 1 year and Vodacom has delivered phones here previously. Then there was a problem with my ID number on the system, I was told to go into a branch for them to fix it, so I did that on Saturday 19/12/2020, so it was once again rejected, no reason given to me, just said they will take it up with her manager this morning 21/12/2020, so I phoned the store Vodacom 4u @ Mall of the north, at 10:13, left a message for Clemetine to phone me back urgently, till now, 11:31 she has not phoned me back yet.

I need answers, why can I not do this upgrade?