VERY disappointed - early upgrade decline

I am VERY disappointed that being a LOYAL customer for so long cannot get an early upgrade. I have lost my phone and asked for an early upgrade, was informed that they will phone me as soon as they have feedback, just for me to have to phone later to ask whats going on and then only being told that it has been declined because of the account being on 60 DAYS and they will only be able to do it in MAY! why in the first place then send a request through if you do not allow it longer than 60 days before the upgrade... If this is how you treat your customers in need I honestly do not understand how you keep on doing business...