Want to upgrade handset

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Hello,

so I currently have the iPhone XS MAX. On a plan (not locked in) I got it roughly last August 2019. Now I have asked multiple Telstra employees if I could upgrade my handset to the iPhone 11 Pro max. I have been told I can, I just have to pay off the remainder payments. But I also got declined?? Why could this be?? Is there a time frame I have to have my phone for??