Seems to me the whole of vm mobile staff are complete cowboys. No one works on the same page. Told 3 months till you can upgrade. 6 months later still not able to. Sick or ringing. Never gonna get with them so waiting till end of contract and go back to original provider. Don't listen to them as they lie to draw you in
Thank you for your post and welcome to the forums.
I apologise that you feel this way. You are able to build your credit rating with succession of payments and the direct debit not being cancelled. If you're looking to upgrade with a phone also, the phone credit check is done externally which we have no control over.