Upgrade

I am due for an upgrade. When doing this telephonic, I was told that I do not qualify for an upgrade to a higher package. The reason was , as far as I understand, I do not have enough points(score) When I asked about this I was told to speak to someone in the accounts department. The person at accounts told me that I am in fact in good standing on my account. And he can’t see any reason why I was told I don’t qualify. I spend between R4500-R4800 on my 4 contracts per month. NEVER did I not pay my cellphone account. I asked to be helped in this regard. But was told to go to a Vodacom shop as they will be able to help me. My question is now this to Vodacom. If I can not upgrade on the phone or online, what stops me or enyone else from going to MTN or Cell C or even Telkom?? After all is my R40-R50K per annum not good enough for you?