Going too far with your so called "Policies" - customer loyalty counts for nothing

I have been a Teljoy customer since the 90's. Judy Shipton handled my account over most of this time and I never had any problems. Despite financial challenges that I ran into, my Teljoy account has always been paid - never missed a single payment. But since she has retired all I get is "declined". She understood the value of long term customers and motivated my applications to get them through - clearly too much effort for the new staff. Teljoy's inconsistent policies are laughable!! I upgraded my TV last year with no problem, now that I want to upgrade again it is an issue - my credit status id the same as it was in 2014, it never stopped Judy from being able to assist me - seriously, my money is good enough every month on my existing devices, but not good enough for me to UPGRADE a device??? I am not asking for a new device, I am requesting an upgrade of an existing device. If someone in a SENIOR position wants to contact me to actually assist and make something happen - my account number is ***