Telkom Pre-vetting lies

Good day

I received an email from Telkom Mobile with various reasons to join Telkom Mobile. In the message it states the following " OPENING A CONTRACT COULD NOT BE EASIER

Because you're an existing Telkom customer, opening a mobile contract couldn't be easier. You've already been pre-vetted, so we just need your ID/Passport and for you to choose a mobile contract of your choice. "

So I apply for the contract and then received this sms. " Dear customer, Unfortunately your order has been declined during vetting. Regards Telkom Sales Team"

Now this is weird, as the mail clearly states that I have been pre-vetted.

Seems that Telkom is not aware of what they are doing.