Worst service ever thank Linwid

So I had a contract with Telkom under number *** which came to an end on the 16th Sep 2023. I have since been fighting with Telkom since then due to their lack of stock because I wanted to upgrade to the IPhone 14 Pro. I instead got sent a Honor X7a which I returned. I have now learned that I cannot get an upgrade because my number was converted to a prepaid... I need to know who requested that and why would I request my number to be out on prepaid and still want an upgrade? After all the back and forth and I get to deal with an *********** agent by the name Linwid or whatever his name is who rather sent me to cancelations instead of the contracts dept so I can have this sorted.