Vodacom upgrade service is shocking

I am due for an upgrade. Went to vodacom shop at mall at reds only to be told theres a telephonic upgrade which is outstanding. They see it should be reversed. Vodacom head office say they will do the reverse and I should receive an sms in 2 days. I am back after calling the customer care this morning and being assured the upgrade which never was has been reversed. Get to mall@reds only to get the same story again.... I have never and never will do an upgrade telephonically. I need to see the phones I qualify for when upgrading. This is absolutely shocking service.