Upgrade

I got a contract with cellc of which is due for early upgrade......last week Wednesday I called in and I was told that they need my credit score and they will assist me after two hours....it's been 4/5 days no respond....I really don't understand why would you demand the credit score on the upgrade like it's a new line This is acceptable and being a client with cell c for years now Please respond accordingly so that I can know whether to cancel my contract or not