Lack of communication

I don’t know what wrong with this company anymore because they said things that I don’t understand when i am supposed to upgrade. I have been under debt review for years and i would upgrade contracts now i am told that my credit score is not good and i qualify for lesser packages 📦. This was never communicated to me as a customer. I am definitely defeated 😔 😭😭. Maybe the please call me saga is the one that led to all this.