Nobody knows what's going on

I called the MTN call centre to inquire about an early upgrade as my phone is broken. I am due for an upgrade on 1 April 2016. I was told that I was eligible for an early upgrade and that I needed to go to my nearest MTN store. I went to the MTN store at Bayside Mall to as was told that MTN no longer does early upgrades. A few days later I went the the MTN store and asked again just to be sure. I was then told that I could indeed get an early upgrade because my contract has been in place since 2007. I was told that I needed to dial 808 and ask for 'Retentions'. When I called I was told that I couldn't speak to anyone and needed to email [Email Removed] I emailed that email address and received error saying that the email address doesn't exist. I called 808 again and was told that I needed to go back to my nearest MTN store and I would need to pay in an amount in order to do the early upgrade. Nobody seems to know what's going on and the process has been extremely frustrating! Unless this is eventually sorted out I will be moving over to a competitor service provider after having been with MTN for 9 years.