Upgrade fail

I have been with Cell c for many years and have always made my payments. This is my 3rd contract with cell c. And now I get told I cannot take another contract out as I'm on debt review but they can offer me a Sim card for R100 a month where i made payments monthly on time for R219. I honestly don't understand how they cannot offer another deal where they can see payments always gets made and I have been a loyal customer. I went into the store and made a few phone calls. The retention team offered a call back but nobody called me back. I got this current phone while on debt review and had no issues with upgrading.