Contract terms for suspended accounts.

I am a long standing client with Vodacom and have 4 devices with them now with a monthly Handset and top up installment. End of July I had financial problems and my account was in arrears. The account was suspended and my top up, data, air time and the sms bundles that I had could not be used. I was billed for top up although I could not use my phone. I could only receive calls and connect to my MTN data. I had an emergency and called Vodacom and a very understanding lady Sophie sent a sms to my son to inform him of my emergency. The problem I have is that in my arrears there is top up charges that I have to pay. Only from yesterday am I allowed to use my cellphones as a prepaid. In January 2019 one cellphone will be 2 years old and I am not allowed to cancel this contract as i have a 6 month arrangement for the R 8 206.69 arrears. Why is the contract cancelled and the top up charged are still added. I called the call center and asked for legal department. They refused to transfer me and said I am not in legal yet. When I asked them to email me my contract they emailed another ladies contract with one of my numbers to me. I even have this ladies identity number. I owe them money and want to repay it. How do I pay for airtime/top up that I never used? Is my account now on prepaid? What will happen after the arrears is paid up in 6 months time? There are 3 numbers that expires in 2019. Why are they not in a position to give me a written agreement of what will happen now. I informed them that i am going to the NCR and need my contract.