DOWNGRADE becomes a CANCELLATION

My number gets cancelled with no notification. I made a query if im able to downgrade from contract to pre-paid and i was told an agent will call me back to confirm the downgrade. Month end came, nobody called me and my number and contract was cancelled. Went to query at a store, got the worst service - my number is now recycled and is not available for me. how does a DOWNGRADE become a CANCELLATION? WHAT A MESS!!!!! Only at Telkom