Cannot port out of FNB

In January my wife called FNB connect and informed them that she wants to port her number to a new service provider and needs to know what steps to take, she was told that she needs to change her card to prepaid and then she can port. She was then told that FNB will call her to confirm. This was a process that took two weeks (for no reason) and a lot of fights. We've now received confirmation that the card is prepaid and ready to port on the 1st of Feb. On the 3rd we visited the new service provider and was told the porting would happen on Monday. The port did not work, and after a number of fights with the new SP we found that there is an issue porting out of FNB. I need the problem to be resolved so that we can port the number to our new SP.