Mtn pathetic service and treatment of loyal customers

I've been eligible for a upgrade on my contract for awhile now. Over the past weekend I went to the store to get this done to take advantage of some special on their double deals... I was then told my upgrade can't be put through because the system stated I'm still on some old system and I must get migrated to the new system. I then tried doing an online application whereby up until today I have no clue if this has been received and where it is in the process. On Thursday 3 December I again went to the store and got told the same story. I tried calling 135 where I was transferred to the retention depart on 3 occasions and all three times I was cut off after holding on for nearly an hour on each occasion.

I'm very aggrieved by the way this is being handled, I've been a loyal customer nearly 15years. Yet I'm being treated as if I'm nothing and I'm not afforded the opportunity to take advantage of a special.

I have now tried to contact them trying to port my contract to another network but no one is helping me with that either.