Retention's Office

Called MTN retention's office looking for an early upgrade as my current samsung S7 edge has a fault with the screen however was informed that by the agent that the supervisor cannot approve upgrades on the 15th month even though I stated that I am willing to pay the contract up and take a SKY package as I need my cell business, I then advised that I have been a client for more than 7 years and they are making it difficult for me to stay with MTN, the agent then escalated to the manager however the manager was not in and agent said that she did send him a mail and she will call me back that afternoon or next morning, unfortunately there was no call received and when I checked this morning I was advised that the agent is not in today and the manager isnt in either- I was also asked why didnt I take out insurance, like really?

The turnaround time for this is unacceptable - I dont understand why I have to beg to give MTN more money and business.

My ref is 258 100 188