Disgusting service

Received an email offering the explora package for R799. I responded via sms that I wanted to upgrade my current contract. 4 sms and numerous calls to call centre and only after 3 weeks I get a call. They do the credit check on the phone with me and confirm I have been approved. They would call me in 2 days to complete the deal. 1 week later and more phone calls to the call centre, i am still not helped. I get a call today to say my application has been declined due to my credit rating but they couldn't give me more details. I called the credit bureau and they confirmed I am a low risk and should not have been declined. They knew exactly why I was phoning before I had to tell them as they have had many calls of this nature. I have been a customer for over 10 years and my suscription would only increase by R30p.m. but im a credit risk ..... seriously. Dstv owes me more than R100 in phone calls. I would like a decent explanation why you cant honour your side of the deal.