Cell C: Cheats, ***** or just desperate for retaining customers?

When my contract came up for renewal in February this year, I received the usual calls for upgrade. I at that stage said to Cell C that I would like to have an additional line, and upgrade my contract. Them being renewals, said I must either contact the new line department or visit a Cell C shop. I visited a shop, after which my application was denied. Of course they kept on calling wanting to upgrade my contract, and every time I rep**** to then, this is what I want, and that they are not willing to assist, as according to then the second line I want is R500 more than they are willing to approve, and for me R500 on a R3500 pm deal is now not really the end of the world, but Cell C sees it differently. My contract basically run out last week, with me not upgrading. Last week Wednesday I again received a call from the renewal team, questioning my decision not to upgrade. I then explained to the lady the circumstances, after which she studied my profile on their system, concluding in the remark, that she cannot see any reason for the declines, and that I should reapply for the new line, and after the approval she will contact me again for the upgrade. I said that it will work for me. Last week Thursday I app**** for the new line, via the call center, and after submitting my details, the lady said to me that I was approved, and we completed the rest of the contract, and she rep**** that the handset will be delivered in 5-7 working days. Friday, I then upgraded my contract as that is what, in any case according to me, was “the agreement”. Only to receive a call yesterday from the lady where I thought I successfully app**** for a new line, to be informed that they require additional documentation. When I questioned this, as she told me I was approved in our previous conversation, it apparently now changed to provisionally approved. I submitted the documents, only to be informed now, that I have again been declined. Am I in the wrong to feel cheated and **** to, as their only goal was to get me to upgrade? I think if they had any integrity they would cancel my upgrade as well. But why would they, they got their way, and now can ignore me again for the next 24 months.