Poor service and poor admin- Telkom!!!

So I was on contract with Telkom and still am with insurance. When I was due for upgrade, I told them to put it on hold and I'll be on prepaid until I decide which phone I love. Few months later I fill in for upgrade on the system. I receive an sms that I'm successful for pre-upgrade and the consultants will give me a call. I sent these about 5 times but still no call. I call Telkom and on the call they confirm I'm due for an upgrade. I get a consultant who then tells me I must start my application from scratch because I cancelled contract to prepaid. So why was it successful and why even when I punch my number on the phone am told 'Good news, you are due for an upgrade'. After being so loyal to Telkom, now I must start as a new customer? really? start the whole process when they have my details in their system. I'm just frustrated because I received different communications only to be told in the end that actually you need to start again.