Disappointed as a long standing customer

*** ID *** We visited your MTN store on Thursday 2 December in the Clearwater Mall for an early upgrade ie 16 December 2021.The date of upgrade according to your App is 16 December of which I have taken a screenshot as proof which I showed the staff member. After entering all my details into your system for the early upgrade together with the package chosen....lo and behold ..a 'penalty' fee of R599 was displayed on the screen. This meant this fee must be paid before the early upgrade could be processed .... com'n MTN...this is absolutely ludicrous . a few days before the actual upgrade date I'm being penalised.. Being a customer for over 35 years and having 3 current contracts with you I surely deserve some compromise and compensation as a loyal customer . If I recall previous early upgrades were done without any issues.. We would get a call from your Agents or SMS inviting your customers to do an early upgrade. What Happened????. I understand that changes are inevitable but should be in the interest and the benefit of your customers and not put them out of pocket.. Kindly investigate this matter and would appreciate you considering you waiving this 'penalty' fee in view of our long standing beneficial loyal relationship.. also bearing in mind that I have never defaulted with my accounts May I mention that its quite disappointing to note that your packages offered are no longer feasible or realistic in terms of my needs. I may have to shop around going forward. Awaiting your feedback.