No customer care

I have been with Vodacom for more than a decade. I am leaving the country next month and cancelled my contract. My line should be converted to prepaid on 5 December (according to one consultant I spoke with) but I cannot get confirmation of this. Almost 2 weeks ago my line was disconnected, totally cut off and I cannot even use it as a prepaid phone. I paid my contract amount for November and cannot use my phone - I can't do banking, make calls, receive OTP's etc. The only number I can call is "customer care" - where I receive everything but. I am given the runaround and different answers depending on whom I speak to - "your line will be connected by end of business tomorrow" "your query will be responded to in 7 days" etc! I need my phone urgently and Vodacom cannot care less. How is it right that I pay Vodacom (and have paid them for so long) and I have no phone line at all?