Very Disappointed with the service

I requested for my contract to be migrated in July and I was called back by one of cellc agent and she told me everything is done as from the 1 August I will be on a new package. On the 1 August I was very surprised when I saw that I'm still on the old package and then I called cellc customer care and I was even more surprised and disappointed when I was told that my request was not successful because of credit vetting. I've been with cellc for over 15 years I've never missed a payment not even once and when I wantw to migrate to a lower package I'm told I can't because of vetting. I'm very upset because I wasn't even informed and I think it's just a plan to keep me in the package I'm currently on. I hate the treatment I received and I really need to migrate to another package.