Very disappointed

So disappointed in vodacom. For the last 2 days I have been contacting the summerstrand village Vodacom in Port Elizabeth regarding a upgrade. We are currently under debt review but we were assured by our debt review company that with a letter from them the upgrades will not be a problem. After 2 days of having to follow up countless times we have now been told that it has been declined. What annoys me is the fact that no 1 this should not happen as per the debt review company and the manager we have been speaking to at said Vodacom store. No 2 we are long standing customers with them and the account has NEVER not been paid. We have been under debt review since Feb and the acc has always been paid even during COVID. So now.... Vodacom will loose customers.