Upgraded my incorrect number!

i have been with Cell c for so many years and i have been a loyal paying customers with 3 contracts, however where is the loyalty from Cell C???

One of my contracts was expiring and i visited the Cell C shop in the Phoenix plaza on 03/08/2017. i was attended by Sharon. i had taken the pinical 100 top up contract, she advised me she will be migrating my number so i dont pay extra( i as a customer not knowing what that meant, agreed, i was saving money).

she asked me for my number and i confirmed the number.once the process was through she had my new handset with her, she asked me where the sim card was, and i showed her my old phone, she said" its fine you dont have to put it in"

excited with the new phone i went home and the new benefits was not added to my number, as the days went by the new benefits was still not added to my number, i called the customer care line to query and they said there was no record of this on my number.( i assumed this will be added at the end of the month)

On the 29/08/2017 i received a Sms stating my number has now become prepaid.to my surprise i called the customer lien department to query this, they told me there was no contract on this number and no record of it.I explained my situation that i had taken a new contract and she transferred me to the contracts department, after speaking to the consultant she picked up that there was a new contract on my name but on a different number.

I was shocked at first as i didn't receive a new sim card,i explained this to her and she then said this will be a store matter and transferred to me to another department?(can you imagine my frustration now?)

she advised me that i need to find the document the store gave me to check what number was registered, my husband then gave this to me and he noticed that the number on the form was his old contract.

i explained this to the consultant but instead of assisting me she was rude and abrupt, she said you signed for this so thats what you will have.(imagine my frustration and disappointment no even interest to assist me or find a solution!!!!)she said i cant advise you further, i need to go to the store.

i went to the store on 30/08/2017 to query the situation, they said they cant assist me i need to come back the next day as the lady who assisted me was not there.

i went to the store again on 31/08/2017 to see the lady, explained the situation to her and only to my surprise she was blank and lost. i asked her what can be done, instead of finding a solution for me she told me " i wouldn't of done this, i dont think this could of happened", i told her this is what was done" i asked you for the upgrade and you did it for me" yes and it was done on that number,

i explained to her that i dont have that sim card and i havent even seen that number in such a long time, what i require is my number to be upgraded as i am not going to change my number that i have been using for so many years. her response" sorry nothing we can do, if you want we can do number swap which will cost R270." i asked " why would you expect me to pay for something that wasn't my fault " her response " well thats what you can do" i asked" is there no way you can help me, it was not my fault and now i will be paying for something i am not even using" her response "yes"

now extremely furious that no one is even willing to help me, i asked to speak to the manager or something who can give me a solution, and she said" his not here"(why have a manager if he is not in the store).

i work in customer care and i have never seen such poor service, no one is willing to even help. service agents are meant to find a solution but the people i have had interactions only want to pass the blame.

i'm not asking for a miracle, All i require is for my contract to reflect on the number is initially requested for, I will not be paying anything as i honestly truly feel its not my fault that the lady migrated another number instead of the number that was requested. i am now stuck with a prepaid number and paying for a contract that i cant use ???

is anyone willing to help me???