No upgrade due to credit score

So im due for an upgrade as I have 3 contracts with cellc, when I went in store as cellc upgrades is so useless I was advised that they need to do a credit rating and my application was declined, since when did this get put in place? I've been a loyal cellc customer for over 20 years and my account is paid on time, im truly disappointed in cellc. You have lost a loyal customer as vodacom does not give me these hassles when upgrading.