No service

So its time for an upgrade and I went to the branch. The phone I requested wasn't in stock and I could understand that. Lerato told me that she will call me once they received stock but I waited more then a month and didn't receive any call. I went back to the branch and they told me that I must complete a form. I completed the form and after a month still no feedback. On the 27 oct I went back and I asked for a upgrade I was help but went it came to issue the phone it was declined and I was told I can't afford it. I'm a existing client that pays ocer a 700 on my contracts but they tell me I can't afford it?really improve your service and please tell me why I'm declined???