Disappointed by my service provider

I’ve been using Vodacom for 13 years and I have never had any hassles when coming to upgrading my contract. According to my understanding if you have a contract of 36 months and want to upgrade earlier at an extra cost which is 33 months. So this morning I called hoping I would upgrade since i have issues with my current phone I’m on 34th month on the contract. I’m desperately in need of a phone but my service provider refusing to help saying I should wait another month before i could upgrade. I’m disappointed and honestly I am thinking of moving to a different service provider. Even the guy who was helping me wasn’t friendly at all.