Disappointed

I have been a client of cell c for years and haven't skipped or had ONE problem with payments. I am due for an upgrade and went through the whole process after which I was told that I could expect the new phone in a few days time. When I phoned back to inquire about the delay I was told that due to some form of credit score, I am suppose to wait for 3 months when my credit score changes to be able to know the result. What is this? My credit score has never had any influence on me paying my accounts and it is being deducted automatically. If Cell C doesn't value the long term loyalty and honest relationship with their customers - they will be loosing them.