MTN Black Friday

I receive an sms 02 Dec "Your contract is coming to an end.........Visit an mtn store today to upgrade to your personalized black Friday deal today."

By that time I had already, on black Friday, logged into mtn online. Clicked on upgrade. Done the upgrade eligibility verification. Chosen my mobile device. Chosen my package. Got my order reference Number.

Friday passed (two weeks later) got a call from an agent saying sorry the package i "upgraded" is only for new contracts. Why would the online system allow me to go through an "upgrade" process only to be told a story two weeks later (when black Friday had conveniently passed). Is the "new contract" only story still a thing? Why would anyone who has had a number for many years want a new number?

Sent a complaint to customer care (that says they normally respond Mon-Sun within 8 hrs) This is 3 days ago.

Went to a physical store to be told "Black Friday has now passed let us look forward"

To me it just sounds like a taught script to conveniently detach themselves from Black Friday commitments.