Who renewed my contract?

i have been with MTN for about 15 years now. i know how and when the process of renewing a contract works. i called in on 31/08/2015 to find about renewing my contract, i was told by the call center that my contract was renewed in January 2015. i told her that that was impossible as my contract is up for renewal during September to November. i them asked her for further details on the renewal, as to who authorized the upgrade, what phone was taken, was the upgrade done telephonic or did someone go into a branch. she could not provide me with any details as there was nothing on the system. i asked her to investigate this problem, she told me that the only way to investigate the problem is if i send her an affidavit stating that i did not upgrade my contract. so i have to take time off work, to go to a police station , and they go back to a branch and hand over original documents? why has this become my problem? clearly this is ***** happening in your departments, why should i go through all this extra trouble?