Vodacom - Upgrade...deny new device!!!!

So my mom has been with vodacom for many years, when her very first contract was approved she was under debt review but they still gave her the contract. Through the years she got another contract and last year she got a contract for me on her name. Now its time for her to upgrade....but vodacom has advised her that they will upgrade her plan but they are not going to give her a new device because she is under debt review. Funny thing is that she is no longer under debt review...she made her last payment December 2018. So they gave her 3 contracts with new devices whilst she actually was under debt review - yet now after being a loyal vodacom customer for more than 6 years - they are telling her that she must pay for the new contract but she wont be getting a new device...what happened to vodacom....this is shocking