number change

i called Cell c on Tuesday the 25 of July 2015for a number change,i was adviced that the process takes 24 to 48 hours .it is the 31st today im finding out toady that the process is not possible because i did an early upgrade,my question is why did they start with a process which is not possible ,Thato Molaudzi said the only way of doing this is to collect my phone and start with the process of reapplying for an upgrade. Why was i made to wait for so long,Why was i not told the first time i called ?