LABELING ME AS \A SLOW PAYER""""

On Saturday 23 May 2015 I sent an e-mail to Vodacom with an enquiry which involved taking out a new contract because I did not renew my contract for the laptop for a further period of 2 years. I currently still have an account with them which has 2 cellphones on, the BlackBerry's are not working sufficiently anymore and the contract only ends on 20 November 2015. The batteries of both phones are giving problems and Vodacom can not even replace it, therefore I have decided to take out another contract with 2 new phones so that we can stop having phones that freeze all the time. My application was declined because I have been labeled as A SLOW PAYER. I want to know why I am labeled as such, I also want to know if this labeling is going to cause me not being able to renew my present contract in November 2015. It is strange that the first deduction that goes off my bank account when my salary gets paid is Vodacom.They answered me on the same day I wrote the mail with a reference number, but until this time and date not a single word from them. I am not worthy enought of their service because of my labeling.