Not able to upgrade business contract

I'm trying to upgrade my business contract for the last 2 weeks but to no avail. The system keeps declining my upgrade due to a bad credit record which is not true. I've already submitted a credit report from Old Mutual showing that I don't have any outstanding accounts whatsoever with an exceptional credit score. At the Ermelo, Mpumalanga branch they just tell me that the system keeps declining my upgrade and that there is nothing else they can do for me. So my question is, am I no longer allowed to upgrade my contract?? Is there absolutely nobody that can resolve this issue? I guess I'll just have to migrate to another provider then.