Upgrading problems at MTN in Kimberley

Saturday the 19th of December I went to the MTN store in the North-Cape Mall in Kimberley to ask if I can upgrade earlier because my current phone is giving problems. They gave me the number 808 to call to ask them for an earlier upgrade as well as the amount due to pay off the outstanding amount of money for my current contract. I called the number but they said they cant help me and gave me another number I can call. I then called this number and was put on hold for 15 minutes and they then ended the call. I went back to MTN and they then called the first number 808 they gave me and they were able to help, they then said I am able to upgrade earlier and they gave me the amount that was due to pay off my current phone as well as the reference number. The following day I went back to pay the outstanding amount but they told me again that I was not able to upgrade earlier. The Monday I went back to talk to Victoria and she said that she will e-mail a certain person but if they respond no it is a definite no. I called them Tuesday morning and asked if they got a answer because I didn't get any response from them and all they could tell me was that I can not upgrade earlier.