Totally confused client

I app**** for a Samsung Galaxy J7 contract in July 2018. I was told that the phone would be delivered within three working days of application. I was also told to have a proof of residence and a copy of my I.D. with me in order to be able to receive the phone. I gave the guy my work address for delivery. This morning I received a sms from Telkom stating that they are sorry but my contract was declined during credit vetting. I was truly surprised. I have been trying to get hold of anyone at the sales department, but to no avail. I would like someone to just explain to me what is going on. How could you approve my contract over the phone and then later on send me this sms?