Disappointed

Iam existing client of MTN and now it’s my time for upgrading but however my offer has been declined due to being listed on debt review but before that I was on contract with MTN which shows that I can afford to upgrade According to the debt review companies if you have placed it (your cellphone account) on your monthly expenses when you app**** for debt review, and you have proven that you can pay the account, then you are allowed to upgrade your contract, you are only not allowed to open a new contract. So, my question to you - why am I not allowed to upgrade?