MTN Contracts

I have a problem with MTN. I have two contracts with MTN one with number *** and ***. Contract with number *** last contract date was the 1st of November 2021. I gave them a call on the 2nd to ask that I want that number to be put onto prepaid. They said it will be done on the 3rd of December. I am in credit (+/ R1600) with that number and they said to me they will transfer that credit into the other number I shouldn't worry on paying my account they will use the R1600 for payment for the accounts. Today is the 6th of December and that number is still working but now the *** number has been suspended because of no payment made. I tried to contact their cancellations department today with holding on for more than an hour and half twice, because they keep on putting the phone down. I want to know when will that number be prepaid and when will the number *** be activated again.

I have never received such bad service from any other company.