Bad service from Vodacom

I have 2 prepaid numbers with Vodacom which have, for some reasons, been converted into contracts. Sad part is that when i call their call centre i dont get through because the numbers are prepaid but when i call customer service they tell me its a contract - very confusing.

Worse part i was informed that someone did an upgrade on my number during this lockdown. Consultant then forces me to go open a police case. This is after i started getting SMS notification of application & credit check processing.

Can i get clarity as to why an upgrade was done on my line & why my phones are contract phones when i had them as prepaid?