MTN "Eligibility" for Upgrade

I have been a customer with MTN for many years now but my last 2 upgrade experiences have been terrible.

The year before last I was eligible for an upgrade and there were issues on their system which the manager could sort out which was fine in the end.

Today I went in store to get my upgrade very excited and jolly but you have ultimately wasted my time today. Got in store as my contract is "eligible" for an upgrade and apparently the system was upgraded 2 weeks ago and now I am suddenly not, even though when I dial the *141# number and check eligibility it clearly states 01/03/2020. I am extremely unhappy about this. The agent even had the audacity to say I can upgrade and I will need to pay for it as an early upgrade and nothing can be done. At this stage I feel like cancelling my contract and taking my business elsewhere.