City Power not giving updates about my request.

I raised the request to convert my electricity to prepaid meter. When I call I stay on the phone for about 20 minutes and Vuyani Thwala picks up the phone and tells me that I have to come to the centre. Ok, we ended our conversation and I called again and another agent picks up the call and she told me I don't have to come to the centre since the request was raised.

Today I called trying to follow up and Vuyani again picked the call, he is still telling me the same thing. Can some senior please give me a clue here, my reference number is CP **********