Internal systems are frustrating and customer service is unable to help with my issues. Wrong credit score reflected.

I have been a direct customer of Vodacom for around 15 years both under my parents name and in the last 2 years under my own name.

I started an iPhone 11 Pro 256GB contract in 2019 that would cost me R1339 a month. At the time I did not have a credit score so I had to submit a bunch of bank statements. I was duly approved and received my contract.

I have not missed a single payment on any of my debit orders be they insurance, cellphone contract or my retirement annuity/investments at any point in my life and thus my credit score is very high (647/705 according to the latest ClearScore report).

I went to Vodacom to upgrade my contract on the 1st of July as I was notified that I was eligible to upgrade. When the employee attempted to initiate my upgrade status the Vodacom system indicated that I was in a status of "PRELEGAL" due to an alleged miss-payment which was actually an issue with Vodacoms internal systems and not with my payment history as I had always been on time with my payments.

The employee logged a ticket and a few hours the "PRELEGAL" status was cleared and so I tried to go do my upgrade on the 2nd of July. This time the system indicated that my credit score was not high enough (PO400) to qualify for the iPhone 12 Pro that I wanted to upgrade to which is also actually cheaper than my current contract by R100! So the same employee logged another ticket to request that my credit score be reviewed (especially since my credit score is high) again.

The request was reviewed and my credit score was increased so I went to the store again on the 3rd of July to attempt to upgrade again. Same issue as the 2nd, my credit score was still incorrectly reflected by the internal systems (this time it showed PO500) meaning more time was wasted for me. I was then asked to call customer care where I spent over 3 hours in multiple calls as I was bounced around from department to department because it seems nobody knew what was going on. Still no resolution to my case.

The frustration I have experienced with trying to do an upgrade while being a customer in extremely good standing and great credit score is a spit in the face from Vodacom. The only saving grace was the poor employee who tried assisting me as much as he could with the knowledge he had. All I want to do is do my upgrade without any hassles or issues from Vodacom's internal systems.