Very tired of MTN

Retentions department at MTN seriously NEEDS ATTENTION! My contract expired and a very nice lady Patience Moloko phoned me and said that I will lose a lot of airtime etc on the phone if I migrate to prepaid now. I should consider doing it the next month (November) and be sure to use the airtime up, the migration to prepaid will be done on the 26th of November 2015 then. All that I have to do is reply to the email she send me and it will be done. I did just that, but the rest of the staff at retentions DO NOT READ their emails .... every time I reply they ask me to do everything all over again and that was not the arrangement. Every time I explain it in an email every time they reply back with a story. Yesterday I told them if I have to explain to them that all should be on the system and they should just READ their emails I will post this on Hello Peter. This morning I received an email from Ntombikhona Mgwabi saying that the migration to prepaid has been done.... what is the date? is it the 26th of November? ALL my Airtime in cash that I paid for is gone! Because THEY DO NOT READ THEIR EMAILS!!!! I want my airtime back today and the migration to prepaid on the 26 of November.