Unreachable

Hi, we've been on a call for 88min waiting for a consultant. My number is a prepaid number which I need to port to Vodacom. I've followed the vodocom prompts and am not receiving an otp to confirm the port process has begun. I have called vodocom who instructed me to go to a cell c store for assistance, I did and they've asked me to call .we've been waiting on the line for over an hour. And no one has answered the call yet,do they have one person working in the call center??