UNSUCCESSFUL WITH A GOOD CREDIT RATING

Good day

My mum , who is 80 years old. App**** for 2 cellphone contracts for her grandchildren. We went to the Ballito Junction MTN store , we had many choices but we choose to go to MTN because she previously had a contract with them. The consultant then proceeded with the application. It said declined, I asked the reason & it said my mom is deceased. Surprisingly to us all. The consultant said she will try the old system, which she did & everything went through, my mom's profile came up. She said it will take a while for them to respond. Late that evening Tuesday 3/08/2021, we receive an SMS saying unsuccessful, when we enquired why they said it doesn't meet the MTN criteria. Which doesn't make sense because before going into the store we had done a credit score check for my mom & her score was over 600, which is very good. Please can you give us an explanation for being unsuccessful with having a good credit score. Kind regards Sybil Dunn ***