Vodacom - unable to upgrade

My wife is trying to upgrade online but she is unable to due to getting an error "There is something wrong with your account". My wife called online customer care and an agent told her that due to her credit score she is not qualifying for the spesific deal of R378 per month. My wife have a great credit record. The agent logged a call for hwe but the call was closed with no resolution. She called customer care again and was just told that specific deal is not available for her. To be honest we dont think the agents did their best to sort this out. Is this how Vodacom treat a loyal customer. My wife is considering cancelling completely and joining another service provider.