I ask to go to prepaid, gets upgraded instead.

My CellC contract expired during the transition period moving from Autopage over to GloCell. I had no intention of renewing my contract so I waited until it expired so that I can continue on a prepaid package. When I phoned the customer services I was informed to submit a Termination Form. I sent this form on the 13th of April. I did not get a peep back from them so I phoned a couple of days later. The person on the other side of the line acknowledged that they received my termination form but he said that my contract was recently upgraded and it only expires in March 2018... I never asked to be upgraded, I did not get a new phone or a free cruise as promised to all upgradees. My bill says that I'm supposed to pay a "device fee" of R120 - a payment going to a company that did not provide me with any goods whatsoever. Today on the phone the agent told me she sent the form through to the cancellations dept (why do I have to call daily for two weeks before anything gets done?) and she said it will be processed one billing month after submission. This probably means I am going to have to wait until the end of May before I am on prepaid again. In the mean time I'm going to be billed for a contract that is supposed to be expired and I do not think I am going to see that money ever again. GloCell I know you are busy and I know you received a ton of new customers last month. But you knew EXACTLY how many new customers you were going to get. Instead of promising a ship cruise to all those who upgrade you should've rather invested in a bigger support department to help cope with all the problems. Why does it have to come to this? Why do I have to complain on a third party website about the problems I'm having? A simple email explaining the process and how long I have to wait would've helped a lot but you'd rather I phone customer support and stay on hold on the line for who knows how long. Please sort this out and please don't make me wait another month.