MTN refusing to upgrade

I have been trying to do an upgrade with MTN for close to 2 weeks with no success. I was told that there is a problem with the vetting system, then when that was resolved, I was told that due to the fact that I have been on a month to month contract for a long time, MTN needs to investigate why I now want a contract, which sounds absurd. I have submitted all the documents needed and frankly feel highly disappointed as I have been an MTN client for close to 30 years.