Change the name, not "INTELLI" at all

I requested an upgrade, they did a new contract. My current contract only EXPIRES on 20 February 2019!, But this morning my number was "blocked" as they say my contract expired and I have to migrate to prepaid. AFTER I have called them several times, including YESTERDAY to try and sort out this mess, to do an upgrade, where an agent WOULD HAVE CALLED ME BACK, which obviously DID NOT happen!!. the online consultant agrees with what I say, and the telephone consultant says my contract expired. Nobody agrees with each other, nobody sorts this out.