Got a great data deal contract, but at the clear cost of upgrading in the future

Amazing network coverage and decent deals. I secured myself a 20GB data deal (I had a device already) for R200! Sick deal!

However after my first data contract, I needed a phone since it was ****** and the phone I'm currently using has broken mics and is so slow that I miss phone calls. This is affecting my job and making me look unprofessional. I wasn't able to cancel as this would be too expensive at the time so I left it till I was in my upgrade window which is now, July 2021.

A friend of mine working at a vodacom store cannot process my upgrade due to my portfolio being applicable only for data contracts, nor can it be upgraded for devices since the service requests are denied stating no reason to why and what is preventing me. This sounds "amazing", I am supposed to guess why they're denying me. Despite a global pandemic I have been able to make payments for all debit orders on time, all but one. I have also gotten a raise and am financially sitting in a much better position with a good credit rating. Despite this, 5 calls later and nobody can give me an answer as to why I'm not good enough for Vodacom.

I hope companies like them understand that I have no loyalties to them, if they don't want to help me then I will leave and go to competition. I'm 21 and if this is the service I am getting so early on, I will not stick any longer.