Vodacom Mobile Contract Upgrade

i have been on Vodacom contract phone and 3G router for almost 24 months now. my upgrade is due. i have attempted to upgrade both my devices online and via the app on my mobile phone. upgrade reference number CGCPNG and BGENT8. it has been now the more than week. suddenly when i called the the Vodacom contract number for my account ********** i was told that i cannot upgrade because i'm a foreigner and i have to produce my passport number. so i told them i'm not foreigner but a south African . then i was told i need to send my ID copy to ********** for them to update because the system does not show my ID. what is going on here? Vodacom was always able to debit my account o monthly basis to collect the funds for my contract now that i have to upgrade i cant upgrade . i'm really not happy with vodacom customer service and how they do their verification