Can’t upgrade after Autopage transfer

I have been waiting on the phone for long periods of time just to be transferred to another department which in turn transferred me back to the original one I had been transferred from. Upon finally reaching the retention centre I got told I am not elidgible for an upgrade due to my contract being a new one taken out in 2016. This however is not the case as I have had the contract for upwards of 7 years through autopage, and then got transferred to Mtn. When I asked how I could prove to them that this is in fact not a new contract I couldn’t be given a straight answer and now I am left in the dark about what I can actually do.

The contract got upgraded on the 1st of February 2016 and according to Mtn I should be elidgible for upgrade from 21 months after the previous upgrade. I however am stuck with the 28th of February being the date I become elidgible for upgrade which is close to 25 months after.

My current phone is not in proper working order and even though I should be eligible for an upgrade I am not and have no answers as to what I can do about it. No matter which representative I ask they say it is left up to the retention department who can’t even give me straight answers.

If this is not sorted out I will be paying the remainder of my contract and cancel with Mtn with immediate effect and seek business elsewhere.