credit bureau

On the 3rd August I went to a store in Rustenburg Waterfall Mall to apply for a new contract the person who helped me was reluctant to help me he first told me my pay slip was a copy and told me that I was declined because I am considered a high riskand need to sort out my things with the credit bureau I did and tthey could not find anything alarming on my profile. I sent MTN client care an email on the 4th enquiring about the bureau that they use so that I can sort out what ever it was that needed sorting. I received an automated response with ref [#***3]. Two days after I sent an email enquiring about the turn around time and I am still waiting even now. Is it too much to ask