CLOSURE LETTER

I had a contract with Vodacom which I paid up and moved to pre paid. I have since bee using prepaid on the number *** and yet Vodacom still appears on my ITC profile. I then sent an email to Vodacom requesting them to supply a closure letter and update my ITC. I have since been waiting and on the 21/09/2015 I called them spoke to Kabelo in the contract department who was unable to assist and said to call the legal department. Why must I call legal if I don't owe Vodacom anything and have never even been handed over but only request them to update my profile. What exactly must I do to get Vodacom to assist me in the matter. I am so furious because I have been on prepaid since last year. kindly assist.