MTN Ridiculous new policies and ********* behavior

Absolutely disgusted by MTN. I called the retention department to check if I am eligible for an upgrade and was told I am. Online however the Website says I am not eligible until next month. I went into the Cresta store so upgrade as per the retention department directions. There I was told I have to pay the remainder for to cover the cost of the device. I have always been able to upgrade after 20 months, why has MTN, without informing any customers, suddenly changed their system to force a customer to pay off the decide as well as pay for the upgraded device. Absolutely ridiculous. The staff I'm the Cresta branch (who are excellent and very helpful) informed me that many customers had to be turned away and this will lead to many customers leaving MTN. I have been a loyal customer for many years with several expensive packages on my account and MTN will lose another customer with this ********* behavior!