MTN Service to customers

I signed a 24 Month contract in December of 2020 for a phone with MTN i ordered the phone online now its been almost 30 months i want to upgrade and my MTN app says im not due for a upgrade so i call the call centre to figure out whats going on they tell me to go to the store to get a voice reccording of the conversation I had with the sales person just for the store to tell me to go to head office as they cannot help with any online problems