pathetic service because of a closed 2014 account

I am a cell c user and for the past week or so I have been trying to upgrade only to get stoned walled about something that happened in 2014. The service has been nothing but moving me from pillar to post about the issue. Even when I presented them with a letter that I received from them in 2014, it did little to solve the issue. Their issue is not about the upgrade but the reason they can’t proceed with is because of a “legal status” on my name. Again this is about an issue that happened in 2014, which I thought was resolved. I’ve tried contacting their legal department, nothing, went to the store who called me back to say that it will be sorted in 15 minutes as soon as I send my ID, did so and still waiting for it to be sorted. Went to the store to find out what is going said that is the legal status ****. Even sent them the letter which they sent to their legal department, still nothing. Contact the upgrade department who said I can’t upgrade because it’s declined for whatever reason they can think of, or because they can’t get a credit score. Why do you need a credit score when I pay my bill each and every month. It would a different thing had a missed a few. Now my question is this, why has the issue not been taken off my name 5 years ago, why could I upgrade before on numerous occasions and not have any issue, and why was this never mentioned to me before? It’s pathetic to think that I pay my account every month never missing one and this is how you rewarded for that.