Unexplainable feedback and service received from Vodacom

I am writing to Vodacom to express my unhappiness with regards to the outcome and service I have received.

I have been a client of Vodacom for 20 years and to date I am still a loyal paying customer with Vodacom.

Since December 2022 I have been trying to do an upgrade because my numbers have become due to be upgrade but to my surprise it was not processed because it required the cash up front and then only to find out that the Finance indicator has been turned off.

Now let me break it down: 1) I have never skipped a payment. 2) My portfolio is in a very good condition at Vodacom. 3) I have only kept my contract with Vodacom because I never had any issues with Vodacom.

Now the frustrating part of it all is hearing that I have a bad credit record when in fact it is the total opposite, I have joined debt counseling since January 2015 and in that time, I have had numerous upgrades by Vodacom through the call center in store and at leading vendors like Makro and Game. Now all of the sudden I am told about my credit record when the only thing I have is the debt counseling flag and all my other debt is cleared. I just have my Bond, Vodacom and my life policy reflecting on my name.

It is really very frustrating when they are unable to tell me exactly why this is occurring and why all of the sudden i pose such a risk. I need answers and clarity regarding this.