Online products are not actually available and no straight answers

My contract expired and I saw on the Vodacom website that it is possible to pre-order the new Samsung Galaxy Z Fold 3 cellphone. So I submitted my application online, submitted all the required documents. Then I get a phone call from their sales team to inform me that my application has been approved, but with conditions. I asked what that meant, because what I understood from the conversation it actually meant that my request was declined and that they are now offering me an alternative contract. The consultant was unable to explain to me why I cannot get what I app**** for, so he got his manager to phone me. After listening to long stories, it turns out that she actually also didn't know why I was declined and hinted that there was something wrong with my credit score. I am so appalled at the bad service and not getting straight answers. I know I have a great credit score and I have been a client of Vodacom for as long as I can remember. Seriously. I expect more of you guys. Fix your system. Do not advertise products online and then not deliver. And be straight with your clients.