Ridiculous Service

I just got off the phone with a Retention consultant by the name of Getrude concerning an earl upgrade that I needed to do with MTN, I advised her that my current phone has issues with loosing network while on, I will get people telling me that my phone is off while on, she advised that before they consider any early upgrades I will need to go see a technician at their store to give a report, Don't how a technician will diagnose that, when I pointed that to her she changed he tune and said that because I had an early upgrade (month before my actual upgrade) approved in 2017 they will never upgrade me again, I mean I am due for an upgrade on the 04/05/2019, it's not like I am not paying for the early upgrade hello, I have been with MTN for more than a decade on contract, what is 2 months guys??? I really wonder how your client retention is sitting on, this is ridiculous.