Unable to upgrade due to profile residing on a legacy system

I have been with the service provider for as long as I can remember.I am due for an upgrade now ,but none of the “champions “is able to assist.For the past years I was told my profile is still in the old system but promised to move it that has never happened.Last week some guy took my details and promised me it will take 48 to migrate. Today I was advised to terminate my contract and be on prepaid then re register again .like is it that hard to migrate a profile from one system to the next? Aikhona I am done I loved MTN but today I am defeated.Maybe it’s time I visit other SP