contract to prepaid

I was told by a consultant at Vangate store to move from contract to prepaid I need to call 808 on last day of end of Contract. I did this, spoke to an Alice Molehla have the reference number. She said within 72 hours I would be changed to prepaid. But I went to canal walk mtn and nothing has changed. It's not a difficult request. I would appreciate some help from mtn as I've been a loyal customer and expect the same treatment in return.