Ridiculous wait time and excuses

First of all it is literally impossible to speak to an actual person on your customer care line as you have no options to go through to them. Just an endless line of online options. Secondly, ive been on debt counselling for my fnb accounts for almost 2 years now and in that time ive taken out upgrades and new lines with vodacom. So now this morning when i app**** for a new line i was declined due to the debt counsseling. Why was i always able to take new lines etc but not now? I have never missed a payment even. Can someone please explain this to me?