Mtn is useless

My phone was ****** on 17 January 2019. I called to request an early upgrade. The consultant said that i will have to pay a penalty as i can only upgrade on 14 March 2019. This morning when i called 22 January 2019 Thami at retentions said that there will be a problem as i said that the phone was damaged. They would listern to the recording # ********** 2. 14:45 when i called they said that i must first do an sim swip then i can do an early upgrade. I went and done the sim swop. When i called now at 16:30 Anna at retwntions told me the application was declined. I am a customer of 18 years with 4 contracs. Never has my account not being paid. Now Mtn doesnt want to authorize an upgrade 45 days before the upgrade date. That is really bad news. Maybe i should think about going to a different service orovider as Mtn really suck at customer service