Decline upgrade

Yesterday i app**** for an upgrade on my ADSL line. The lady that helped me told me that the upgrade has been denied due to an amount of R1500 that was \written off\". I was baffled. I told her that it is impossible. She then told me that she will forward to request to the accounts department to follow up. So i waited on line as i was requested to do so. I eventually put the phone down. I phoned then again a while later and i explain to the gentleman what the story was. He also told me the same story, and i responded again by telling him that it is impossible. He then told me \"YOUR UPGRADE HAS BEEN APPROVED AND I WILL BE ABLE TO USE THE SERVICE WITHIN 72 HOURS. I thanked him and even gave TELKOM a good service rate. BUT today i received another call from another lady telling me that my UPGRADE has been declined die to an amount of R1500 written off.<br> <br> Here is my concern: 1. When i app**** for a ADSL line a few years ago why did they approve the line(account). Why did they not tell me THEN that there was a problem of money been owed to them have been \"written off\". I fail to understand. I am not aware off any money being owed to them nor the fact that they claim the money has been wri"