***** on my contract and still hanging

I went to MTN store in Sunnyside, Pretoria on thursday 07 Dec to convert my contract which expired to prepaid. The consultant said I just upgraded my contract in Randridge mall and thus could not get and a downgrade. Was given the stores number and spoke to a lady named Denise who said I must sent my ID document together with affidavit that I didn't upgrade my contract. I did that the same day and got confirmation docs where received.

Today Monday 11 Dec I called back to the store to get a reference number for my case. I am told they work in queues and they wont be able to provide reference and must wait till 18:00. I am now frustrated cause even the call centre can't find the case on the system.