Trying to convert contract to prepaid

I have been trying to convert my contract to a pre-paid account since 5 January 2016. I went to the new Cresta store and initiated the transaction. On this day the printer was not working in the store so I could not get a print out of the transaction. They promised me that they would email me the transaction (needless to say this never happened). Then I tried the the online customer line (reference number [#***1 - needless to say got no where. Went into the branch again to settle the 'apparent' balance on the account; no luck. Then I was told that I need to re-rica the sim card again - which I did earlier this week STILL SUSPENDED. This is the most PATHETIC service!