Mtn *******

Hi would like to express my concern with mtn, have been a client for over 20 years, and would like to upgrade my contract. Was informed that they were already upgraded, via a call center which I fid not do, and not just 1 contract all 3?? I have never upgraded a phone via a call center and always go into the shop, close to me mtn tell me there is nothing they can which is ridiculous .I was told that all calls are recorded, but they can't send me the recording, ??how is it possible that a contract can be upgraded without a signed document??, please I need assistance with this matter, kind regards