Vetting declined application

I wanted to take out a new contract and was told that a new contract is not possible because a previous application shown on the system was declined . I contacted vodacom ref nr. S39J02JJOI44 to query the reason for the decline and I was told that a consultant will get back to me within 24 hours. A week later I am still waiting. This caused so much embarrassment to me and my family to be told in front of a group of people that my application was declined. I want answers and I want my name cleared.