Re-activation

I have been having a challenge with Vodacom since January, i have clearly requested for my contract account to be cancelled, and convert my contract number to prepaid instead my number was discontinued and i have send endless emails to request that my number should be re-activated because that was not the agreement. I would get different calls from different consultants to say “the person who is dealing with SIM cards has lots of work to deal with” then i asked them for how long should i wait for the person to attend my request because that was not, what i have asked for in the first place n they dont give me the right answer