Customer Loyalty vs Brand Loyalty

Been a Business Customer with MTN for just over 16 years and I have subsequently sold my business and moved to a corporate environment. I have accumulated many contacts over the years and when I approached MTN to transfer to a personal account with the same numbers and amount of phones they said no problem ! I submitted all the necessary documents and Then they came back and said ITC which has no judgments against me says no ! now I am out in the cold and absolutely furious ! So much for Brand Loyalty - I know what it means - seems MTN doesn't have the foggiest ! Absolutely shocked !