Lack of Service & Unwilling to help

Having a cell phone contract with MTN for over 20 year and never had such bad customer service and unwillingness to help like I have in the last 3days. I went to MTN Shelly Beach where I tried to do a contract migration to a Bigger contract and they advised they could not assist in store as it is franchised and they do not have the facilities to help me I must contact MTN 808 sales department. I built up the never to final call and was advised they could not help me over the phone I needed to go to a MTN store and that was that. I tried again a few days later and was again told I needed to do the migration in store. I fail to see why this service is not offered telephonically as there are many people that do not have the means to go into stores, I was then put through to about 10 different consultants who all gave the same " we are sorry for the inconvenience and understand my frustration" but I am through to the wrong department. One consultant then said she would take my details and ask the correct department to call me back. They did, however then mumbled something about I could not migrate as I was on a commercial contact or something without providing clarity on what that means, I took out one of the very first cheapest contracts 20years ago when people took up the "special offers" provided by the I find it completely unacceptable that a world wide company like MTN are so unhelpful and the stores on the South Coast Kwa Zulu Natal do not have the facilities to offer the migration service however Vodacom do as I have family members that have done this with them before no problems.