MTN Consultant Trained Sarcasm not customer care

I am not due for upgrade in 2 months and spent the last 4 days with much irritation and frustration and was told that I can do so if I pay in advance (contract term) The account was already paid in advance. Then yesterday I went 20km to the closest direct store only to learn that upgrade is not released on system, Called retention and spoke to a gent about 09/12 about 4pm, who now informed me after all the trouble that I should have a technical report for my previous phone, and that 9 /10 early upgrades is declined, While speaking to him, I have shared my utter frustration with the person with me at that time, while doing so I was interrupted by this gent, stating that I am rude and that I am having a conversation with him not another party and that my attitude (what attitude????) can also determine the outcome of the upgrade! HAVE YOU EVER?? I get lectured on manners where a consultant should rather focus on what they get paid to do without sarcasm and arrogance. I mercy full refrained from exploding on him, but he deserves to be dealt with accordingly., So being a attitude assessment Agent and a lecturer and crew me for something I AM PAYING I have not received the email .