Sim card terminated instead of converting toprepai

My contract is coming to an end in August and my husband and I went to an Autopage branch to inform them that we will not be renewing the contract. The contract was under my husband. We were asked to draft a letter stating that we will not be renewing the contract but would like the number to be converted into prepaid. My sim was then cancelled instead of being converted into prepaid even though the letter clearly stipulated that I would like the number to be prepaid. I am unable to receive any calls nor do my banking as the number says it does not exist. I have tried calling Autopage but my issue is not resolved. I would just like to have my sim card to be reconnected urgently as this is causing a MAJOR inconvenience in my life as this is my main number.