Upgrade chnages

So I went to do an upgrade today. Was told buy the consultant that i am not eligible for an upgrade as they have changed there policy to 21 from the 20. or i can pay in R673 for early upgrade penalty. I have 4 contracts with MTN and been with them for at least 15 years. I asked why had i not been notified about any changes? I also asked them if a contract is binding, they answered yes. So i asked then my current contract states that i can upgrade after 20 months. She said nothing they can do. Even the retention department could not help. I find this to be under handed and devious on your side. I feel absolutely disgusted buy the wqy you handle your customers. Please advise how you are going to rectify this issue for me?