MTN does not deliver on upgrade service

So me wife has not used her upgrade options for the past 6 years and continued paying her account and using her account using some of my upgrade devices. She has been your loyal customer for upwards of 10 years now. She recently app**** for an upgrade, on your useless website that always has errors, and this is no week 3 and no response. We went to MTN shop to query this, and according to the system it was declined. No reason was given. I think this is horrible for service to someone that has been using your network for many years.