Failure to activate request for Top up on upgrade

On the 3/7/2015 I upgraded and bought a new laptop and at the same time took out a new contract for a Samsung S5. I requested the Agent Mohmed to change both the contracts to top up contracts. He advised that it will cost extra and I told him it is fine he can proceed. On the 10/9/2015 I received an sms notification from Vodacom with the following message \ mandatory account limit reached-subscribers soft locked". I immediately contacted Vodacom customer care and they advised me that the upgraded line is what is causing the problem as the contract is an open line. I went back to the Vodacom in Du Toit Str to find out from the Agent what happened and he told me that I did not request for the open line to be changed to a top up. I was furious because why would I request for the new contract to be changed and not do the same with the upgrade contract whereas all my other lines are top up contracts. He refused to take any responsibility and did not even apologise. What happened to customer service and accountability. In the meantime the client has to pay the bill due to the Agent's negligence. This is unacceptable. Maybe in future over the counter sales should also be recorded. """