Frustrated by New Process

I have been a client with MTN for 12 years and have 5 contracts with them and have never had a problem and have always been happy. My account is paid every month.<br> On 1 May 2 of my contracts was due to upgrade so i decided to upgrade 1 only to be told that they now have to complete a form and sent through and then it needs to be approved, and i might not get the phone i want. After i said that i'm not settling for anything less than what i came for, i was told my contract was approved but my credit limit needs to be increased and that i would have to come back once this was done, after i already waited in a line. As a long standing client i expect to walk in and walk out with the phone i want. I have upgrade so many times and never had this problem. If this is how MTN start treating their clients then i will just take my business to someone that wants it. We at the end of the 4th May and i still have not heard anything from MTN with regards to my upgrade, i expect better from a service provider that i pay a lot of many every month.