Loyal customer. Does MTN not wanting my business any longer?

My Cellphone & Data Contract expires this month. I was hoping to have it renewed. I received a call from an Agent in and during November advising me of the upgrade. I was eagerly awaiting the call however i couldn't take the call at the time as asked if they could kindly call back the next day. Days later i still received no call back. I called in on two occasions but did not get to speak to a consultant.