MTN does not assist you even if you are customer for many years, so disappointed

So I have 4 contract lines with MTN for more that 12 years now. in Jan'21 I submitted migration documents via email to Portia Rapholo who took my call via 083135 for migrations, I was told to complete the documents and send to her before 14H00 same day so that she can put it through so it will change as from the new month. Shine then, I think she is no longer with all of us on earth, she does not reply to email, nobody and MTN know this person. I have been to the store and I called, and nobody can help me get these lines migrated, I have refused to pay as I did the migration because I know I will not be able to afford this any longer and would rather pay once off migration fee and less each month until the contract expires. Now after still struggling to get the lines migrated, they refusing to help me before I pay the Bill......WHAT PART OF MIGRATION AM I NOT UNDERSTANDING, Do we migrate because it is fun or because we want to pay less per month....