MTN Package Migration

I phoned your MTN customer service to migrate my package last year and was told that I need to wait for anniversary of my contract to do so which is May. So I was patient enough and waited and when May came then I called MTN again and they told me I need to go in the store and that I have until the 22nd of May to do so. I went to the store and I Was advised that the new system doesn’t allow migration. Please tell me what must happen because even the manager at the store couldn’t tell me when, what, and how.