MTN Happy for me to cancel instead of upgrade

I currently have 2 contract lines with MTN, ********** and ********** , and have been active for close to 15 years, on the number ********** , the cellphone was lost a few months into the contract, and then temporary phones were used in the meantime waiting to get closer to the renewal date. As it stands, we do not have a cellphone for this number and I contact the retention centre for the possibility of an early upgrade, but your retention supervisor, Patience Moloko is more than happy to have me cancel both instead? I'm sure this is not the correct way to treat loyal customers or am I mistaken? When willing to upgrade 2 months early and pay in any additional fees with no interest to help I am shocked and very disappointed, if this is indeed the attitude I will cancel both lines and move to Telkom or CellC instead.