Request to migrate to prepaid ignored

I emailed my request to retentions on 30 September to migrate to prepaid as my contract expired on 30 September 2015. I had no response to that. When I called the call centre to find out what's happening, I was given a phone number for retentions. When this number did not work I phoned the call centre again and I was told that retentions did not have a number??? So anyway, MTN has apparently logged an ESD (escalation) on the query which I'm told takes 5 days. Surely an escalation should be treated as a priority, and should be dealt with immediately and not even longer than the original request to move to prepaid should have (3 days)? Please move my contract to prepaid immediately. Email ***