Cannot cancel a business account

Trying to convert a contract business account that has ended to prepaid for the last couple months with no luck. Absolutely useless service from Telkom. Been to the Westwood branch numerous times, each time I had to bring in different info which I didn't always have with me. Finally went in last week with all the required documents only to be told by the staff that they can't convert or cancel in store anymore and everything can be done online by myself. Unfortunately I have been trying to do that for the past 2 hours and if the site isn't freezing, now it says my name isn't linked to the account. How on earth do I convert my business account to prepaid????