Prepaid to postpaid plan

I recently switched my prepaid plan to a postpaid plan. I had a rather large balance and was told by the lady I spoke to at Fido that it would transfer over to my postpaid account. After a few days the balance didn't transfer over so I called Fido and was told I was given misinformation and that the balance doesn't transfer over. Could someone clear this up for me?

** Edited to add labels **