Cellphone number cancelled

My contract ended this month so I went to the telkom store to notify them that I won't be upgrading but I want my number to be transferred to prepaid, to my surprise last week Friday I wake up with no service and my number doesn't exist anymore. Went back to the store and they logged a call and told me that by Monday it would be fixed, I called and sent emails and I was told to complete a retention form of which I did. Till today I don't have service on my phone and no feedback has been given to me on this. Please advise when is this going to be sorted I need my number active as soon as possible, I can't even do banking.