BLATANT REFUSAL TO PORT A PREPAID SIM

Thinking it would be a simple process to port my Mom's current number to a VOIP service with Afrihost has turned into a joke. After confirming with the current service provider that a Prepaid number can be ported, Afrihost are refusing to allow it as there is no account number - What part of PREPAID don't they understand? I even went as far as sending them the voice recording from the service provider explaining that all that needed to be done is for Afrihost to call the current service provider who would explain that the number on their system is a PREPAID number and as such is simple to transfer. But no they are insisting that without an account number it cannot be done. Suffice to say I'll be taking the matter to the Telecoms Ombudsman as their service IS SHOCKING!!!!!