Contract decline with no valid reason

I'm following up on my last problem, where my contract was declined and informed to come back in three months. I was promised that credit department will call me, no call yet. I just only want to add a R350 contract on my existing data contract. The credit information about my credit profile is likely to outdated. My follow up with the after sales department I was told that the are no lines to add a contract on profile not sure what is this? Can somebody explain to me.