Upgrade-upgrade-NO upgrade asistance or clarity

I am not a happy customer. Had a bad experience regarding simswop which took 3days to resolve recently and now I'm due for an upgrade and cannot select a contract which is about R340 more per month. I qualified for finance for a vehicle but cannot qualify for a phone of my choosing? Vodacom Chatz says its due to my rating dropping due to the block on my ****** phone, customer care agents say its due to me missing a payment most probably?(i've never missed a payment in 6years of being a loyal customer). When i ask to whom can i send payslips as proof that i can afford the device, im told that i cannot reach the people as its an INTERNAL DEPARTMENT who must review the documents. Once again i cannot reach the people who are able to assist me! Accordingly I have a good credit score as i could purchase a vehicle but according to vodacom i have poor credit rating with them. I wanted an upgrade contract for a samsung s9 as an xmas gift to myself after this horrible year. And as usual, i cannot be assisted with my problem. By the way,if i apply online i can complete the whole application and receive the confirmation email with my order reference!but guess what, even though im receiving the confirmation, my order is non existant. Can someone from the INTERNAL DEPARTMENT contact me for a financial review or whatever it is you do on your side so that i can upgrade to my deaired package without experiencing any further ISSUES!?what a way to end a year:(