Poor definition of MTN upgrade from Rewardsco

My contract with an iPhone ended this year. I had no intention of changing my device, but I was called in June to say I was eligible for an upgrade. I stated I wasn’t looking for a new device. It was then recommended that I change my package to a sim only with data and call minutes, which is what I required - hardly an “upgrade” in my books. I subsequently lost my phone in an accident last weekend and went to upgrade my package to include a new device at MTN. I was told I already “upgraded” to a sim only contract and was locked for 3 years! When I queried this, I was redirected to different call centres to be told that it is Rewardsco that needs to resolve my problem. The contact number I was given by MTN didn’t work so I got their contact off google. This too was unanswered today, so after hours of calling various MTN call centres and Rewardsco numbers I am still no further in resolving my issues. It is also evident that I am way overpaying for a sim only contract and to add insult to injury, I have to pay an additional R1000 to upgrade to a contract with a device - I ask you who is getting shafted here! I have been with MTN for more than 25 years and have multiple devices on their platform and yet get treated like this. My frustrations are at an all high! Seriously considering changing service providers if this is MTN’s level of customer service! Why do they outsource to contract marketers which don’t appear to believe in customer service? No wonder people are cynical of cold call marketing.