Vodacom cannot resolve my issue

I have called Vodacom time and time again regarding an upgrade, and even went to the Musgrave store regarding this. Each time, they claim that I am on a certain "level' and cannot access all contracts due to a Finance issue. I ask them to query it and come back to me - but to this date, I have received no feedback. A number of service requests opened and closed, but no solution? I have been on a Smart L+ package for the last few years with no issues on payment or accounts, and therefore cannot understand what the issue is. Regardless, I need feedback from Vodacom so that I can move on, else I can take my business to another service provider?