Inefficient Telkom Service

If you go to the Telkom store and try to change the contract to pre paid , stores reply is that they are not allowed to cancel the contract, according to the store it must be done online ,when you do it online and get a reference number , on following up to give an update , their reply is that they cant find any request, since 16 july 2019 I am trying to change my cell number to pre paid and I am getting frustrated. since 16 july have spoken to Mulelo on 22july , Terry Ann , Wayne , Noma Mbhele on 27 jul , Clive on 29 and 30 july , busy talking to Thenjiwe , everytime their answer to me is that they are ascilating the issue , and another reply is that someone from the cancellation department is going to phone. I am still waiting.