Loyalty does not count at MTN

I've never been so disappointed, I've been with MTN for more than 8 years, but i had enough now the 1st and most terrible experience ever, i gave my sister my phone as she went to pursue her career in the UK, knowing that i'm due for an upgrade, all i wanted to do was do an early upgrade of which i have done before, now they tell me that i have to go to the shop for a visual inspection, how the hell are they going to inspect a phone that is not here"frustrated, one "service champion" said he'll speak to hes Supervisor and explained that I've been with MTN forever not missed 1 payment but no one called back, first opportunity i get i'm parting ways, MTN does not care about service delivery yet alone loyalty.