Declined Upgrade

i recently tried to do an upgrade and was told my id is listed with safps and need a clearance letter, i gave safps a call and was given the run around and to contact the member who listed me, i have been a loyal customer with mtn for nearly 20years not a single missed payment and now i am being treated very badly by mtn regarding this listing, i did however manage to get a clearance letter from the police and was told thats not it. its over 2months now i have been trying to upgrade but with no avail. Mtn really disappointed that you treat loyal customers in this was because of a listing with no proof of crime.