Didnt want to change my contract so she denied me assistance.

Spoke to Bulelwa who said she doesn't have a surname, from the retentions department, I have tried to change my contract to prepaid and I have 5 email addresses, I provided 1 and t he system all of a sudden wont accept my details as verified, she just didnt want to have the contract changed because of her pay and she couldnt retain. I went to the store to change this they said I have to call, I call and this is what i get???? Her manager is Jubulele Gugiwe who didnt speak to me.