CellC | Where is the loyalty?

I am a customer with Cellc for 10 years. I have had a contract now going on for 6years. I am very disappointed. I was supposed to receive my upgrade and I was told i wont be able to get an upgrade, because I am on debt review. I have been on debt review for the past 4 years, but paid them monthly as a cellphone is a need in this day and age. I do understand there are new policies in place, but shouldn't you consider your loyal customers? I feel that they have no loyalty to their long term customers. They should check your payment record and go from there.