upfront payment for contract phone

I would like to make a complaint about Game Bloed Mall cellphone division, before being assisted by Nhlanhla, there was a lady that had a confrontation with us about proof of residence since we were opening a contract, that we can't use an account that shows proof of address but only a municipal bill. We then came back with the store account statement and then they put it on the system. the double deal for iPhone 13 which was R14 000, and it was approved, and they said we need to pay R27 000 Upfront by Nhlanhla and iPhone 11 has declined. please verify what the hell is this?