No transparency

I checked on my app and even phoned the number and they said that I was eligible for my upgrade. I got quite excited as I knew exactly what I wanted and needed. So I went to my local MTN shop and I was told ”Sorry, but this is an "early” upgrade" and unbeknownst to me I had to pay R1000 for the upgrade to take place or wait for my REAL upgrade date in May. Now I know it's my choice whether to pay that money or not, but It is quite embarrassing to go in to a shop with total confidence only to be told ”Sorry, but that's not how it works". As a customer I expect transparency from companies that I deal with. I find it unacceptable that you would put your customers in this position by not being clear. Thank goodness the sales woman I dealt with had integrity and told me how it really works. MTN as a loyal customer of almost 20 years I expect better.