NUMBER CHANGE- POOR SERVICE

On the 25th of May'18, my contract with Cell C officially expired (after the 24 month period) and my number was moved, as per my request, to a prepaid number. I have to say that I've experienced nothing but TOP, World Class service from Cell C over the past few years, with all 3 of my contracts, however, the fast two weeks I've been experiencing nothing by poor, service and unwillingness to help.

Here's my problem...I've requested, on more than one occasion, since the 25th of May’18, to move my (Now Prepaid) number to one of my contracts, which is not in use, in order for me to make use of my contract benefits, instead of forfeiting the free minutes and data every month. (Referred to by Cell C as a “Number Change”).

After the 1st request I received a text from Cell C stating that “We are unable to process a number change due to there being no usage for the past 60 days on your account.”, which is obviously nonsense, as I’ve been using this number on contract for the past few years on a contract with Cell C. I called in again and the agent said I need to wait for my month-end debit order to go off and the contract to clear before a number change can happen. Which I waited for and called in again and logged a call, which was escalated to some department. I received the same text message about not being able to process a number change. HOW is this possible that NO one can see that I’ve been using this number, actively, as my primary number for the past few years and that NO ONE at Cell C can assist me????? I’m NOT a happy customer and want someone to please explain to me why the number change is not possible, instead of sending me the same STUPID SMS just to get rid of me…. and taking a copy of my ID and proof of residence to a Cell C store, as suggested by one of the agents and the text from Cell is backward and inconvenient.