Customer for 13 years

I have been a customer with Vodacom for 13 years I had 5 contracts and only have 1 now but wanted to get a new contract for myself because the phone I have know is out dated. I have been a housewife for almost 4 years now and when I phoned to get a new contract they say sorry you not working so we can't give you one knowing that I have never missed a payment so been ****ed of about the whole experience I phone again this morning to get the outstanding amount on the one contract I have left so that I can take it over to Cell C sorry we can't give you an outstanding amount. So my question is why has Vodacom got a call centre if know one can assist you??????