Vodacom Credit Vetting service needed after 13 years!

I have been with Vodacom for 13 years. 3 days ago I visited a branch to upgrade as my contract expired, only to be told that I do not quality for the one I am looking at (not even a top-range package and about the same as what I am paying currently). The consultant told me that my profile does not allow for that package as my credit score is too low and asked me if I had missed any payments in the past. I have been on debit order from the start and NEVER missed a payment. I have made 156 payments to them, NEVER MISSING ONE! Then they said they are going to query it to the credit vetting department to see if they can upgrade me, however I am hearing nothing back. I keep phoning the sales persons at the Vodacom Loch Logan waterfront who keeps saying no they will phone me back in 5 min and then never does... Should I just cancel my contract and move to another provide who is actually keen on helping me and offered me an even bigger package than the one I was looking at? Pathetic after 13 years of loyal payments!