Service

I have two contracts with vodacom and I'm currently under debt review ,I was able to upgrade my contract last year and I got a device . I'm due for an upgrade they told me I only qualify for sim only I told them I can't take it because I need a device Told the lady I need a settlement amount she never sent it instead she was retaining me for something I'm not interested in .I need to know how was I able to upgrade one contract and this one i cant or else give me my settlement and settle this a contract