VODACOM - THEIR SYSTEM ARREAR LEADS TO MY APPLICATION FOR A NEW LINE BEING DECLINED

I am existing Vodacom customer and have been for 20 years. This past weekend I went in store to upgrade the two lines on my account and to add a SIM only account. The upgrades went smoothly, but when I tried to apply for a new line it was declined, reason provided was that my account was in arrears. The account is on debit order and has never been returned, so I was flabbergasted. As I was there Saturday afternoon I was asked to return on Sunday when the accounts department was open again. I did so and even though they confirmed that the account was up to date, Acquisitions stated there was still a problem. The consultant typed a message into the system and said he'd phone me once he received a reply on the Monday. He never bothered to call. I went in to another Vodacom shop today and then heard it was a system problem where customers were being told their account was in arrears. I've now been told that I have to provide three months bank statements and a copy of my ID as that is company policy if an application has been declined. I fully understand that problems occur, but to then make it the customer's responsibility to fix it is ridiculous.