MTN upgrade prohibited due to migration issue

We have been with MTN for many years. I am due for an upgrade since October 2020. I have been waiting for the pre order period for the Samsung S21 Ultra to upgrade. Since the day after the pre orders opened I have been told by MTN that I have not been migrated to the new system and therefore cannot upgrade to the contract I want to. This is MTN's problem and should not be carried over to the customer. Due to MTN's lack of internal control over systems I may now miss the pre order period and miss out on the pre order gifts. We will definitely be moving our contracts. This is very poor service.