convert cancelled contract to prepaid number

I requested my number to be cancelled and be migrated to prepaid , last week i found out the number has been completely cancelled, calling the call centre is purely futile as no one understands this matter, so i went to the mtn store at killarney where a lady tried to assist only to be told i must send yet another email to retentions as they do not have a direct number<br> to date i do not have service , what horrible service this has been , i have all the email trail and all the calls that were recorded, im ready to go to the ombuds if this is not sorted tend of business today<br> <br> itd not my fault you went on strike and forgot you have customers