Cellphone contract

I app**** for an upgrade which i got very good service. At the same time i app**** for a Ad On that was approved. I hsve cancelled a contract eith Vodacom to get a new contract for my wife at MTN because i am currrntly now for 20 years already a client off MTN . Today 2311/2021 i called MTN they told me the refnr does not mean anything. Service for new contract are up to***** . Why fo they treat me as a client of them like that. Dont they want bussiness. My wife i utterly upset as she has no cellphone anymore .