No specific reason for declining

Went to the Telkom direct store in Northgate to do upgrades on our lines and got declined because they say our account is in areas which it is not and then we get told it is affordability but we are staying on the same package that we are currently on I have had excellent service from Bianca at the express store in Northgate but we can't do the upgrade there because they can not get stock of iPhone 6 from head office as far as the service from the direct store goes it is appalling they don't get back to you I always have to drive there to find out what is happening as nobody will answer a phone there when you in the store you can hear it ring but they never pick up obviously the 2000 plus rand I spend with your company a month is not important to you thanks for nothing