Shocking

I visited Voda shop in Boulders shopping mall to pay my instalment and do an upgrade ,shocking enough I was told all my contracts have been deleted. I phoned the payment department and no one seem to be knowing what happened. Can someone explain how the process works. I was not consulted and my contract is just deleted without prior consultation. I have been your client for 7 good years how can I be treated like a dirt peace of ****. I need my numbers reinstated and my upgrade considered as it was already due.