Vodacom NO SERVICE

I'm eligible for an Upgrade, went into the vodacom shop at vodaworld on Saturday 02/01/2016 waited in the Q for 2.5hrs just to be told I'm not eligible. After receiving an sms confirmation from Vodacom that I can Upgrade on the 28th of December. When asking the consultant (counter 1) when I can upgrade he is unable to give me the date. Went on to the [URL Removed] site and again it states that I can upgrade on the 28th of December 2015, but I'm not eligible for an upgrade. Called the call center this morning 03/01/2016 got told I HAVE to go back to the Vodacom Shop sit in the Q for ANOTHER 2.5hrs so that when they tell me I can't upgrade I HAVE TO TELL THEM TO CALL THE TRADEPARTNER, is this really acceptable service?? The Vodacom shop at Vodaworld is the MOST unhelpful shop ever I will NEVER go back there. Please let me know the MOST PAINLESS way of getting my phone upgraded that does not involve another 2.5hrs in a Q.