Creating false expecttions and wrong impressions

Wanted to apply on 27 June 2018 for a an additional line (HUAWEI P20 pro & P Smart) as I already have contracts with Vodacom and is paid up to date. Was told that I should take my bank statements to a Vodashop in order for my banking details to be updated for a debit order. This now would have apparently helped in getting the contract approved. The impression and understanding was that would this be done the deal would be approved. Now after being given the runaround of getting bank statements and copy of ID, and also my account is up to date I was informed that the new contract can not be done. Very disappointed and bad customer service. Never is all the years of being a loyal Vodacom customer was my account not paid or have Vodacom lost money. I want the deal I requested in place or maybe it is time to choose another service provider.