Incompetency from MTN

I don't understand your response below. This is clearly not directed at my query. It has nothing to do with a new line or a device. I want my name clear from any faulty reasons on your system resulting in not been able to get a new contract. I have contacted that number with my problem and they could not help!! See initial query at the bottom.

Official private business reply Good day Joubert, Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.The reason that you were given seem strange. I would suggest that you rather contact MTN Direct by dialing ********** 667 from your MTN line. They will be able to process a new line as well as deliver the device to you. Kind regards, Ishie. Complaints Management Team

I have been a customer of MTN for almost 20 years, with no defaults in payments. My ave monthly bill is more than R 1,500. I want a new contract for my wife of R 399 pm, but were informed that I don't meet their criteria for the application. Outrageous and ridiculous reasons were given: Under Age, deceased, under debt counselling etc. I have done everything possible to resolve the matter, but with no joy from anyone, either the store at Mooiriver Mall in Potchefstroom or the 5 numbers that I called. I went so far as to sent MTN a credit report from TransUnion that shows no judgements on my profile. The best of all is they sent me an sms over the weekend inviting me to upgrade my current contract??? Please help I am totally confused.