MTN Upgrade

I recently did my upgrade at MTN Menlyn. I was cantacted by MTN to inform me I was eligible for an upgrade. To my shock I received a bill for a merging fee(due to early upgrade) and also a fee for insurance on my device. I have never taken out insurance on any device. After speaking to the call center I was informed that it is my responsibility to have made sure I was eligible for upgrade. Had to drive 300km back to Menlyn as I don't stay in Gauteng just to be told sorry we can't help you. This is my last resort.