Poor upgrade communication from MTN

I would like to put in compliant about the poor communication from MTN.. I have been at MTN for a very long time with no problems whatsoever. MTN called me since January 2021 to come for an upgrade and today (25 February 2021) when I went in to upgrade they tell me I need to pay an early upgrade fee. How come this is like this now? They keep calling me to come for an upgrade and now I have to wait for my full duration anyway. This is very very poor service and communication from MTN and want to really contact the ombudsman. Please let me know what is going on as soon as possible as I feel like moving to another service provider.