Fnb Connect Consultants gave me wrong information on 2 occasions and they refuse to take responsibility.

I have a contract with Fnb Connect ,what happened was that I was on a different package and then they introduced a promotional package. So I made an enquiry wanting to migrate from the old package to the new promotional package I was told that I will have to get a new Sim card. The Consultant ordered me a new Sim card which was delivered and instructed that when it is delivered I should call and cancel the old simcard and the new one will be activated. He further said that I should now port my number from the old sim to the new sim. Upon receiving the new Sim card I did as told by the consultant and it turns out I can’t port from the old number onto the new package. I called and I was told that they did a migration application for me will work which will be active after 30 days. Now this means that I have to wait 30 days and only then I will be I allocated my old number onto the new Sim card with the new package at first I was told that it’s not possible now Fnb Connect wants to charge me for migrating immediately while I was debited they want to debit me twice for me to use my old number or else I have to use the new number without the packages or use my old number with no package on. The new number is of no use to me if I can’t receive calls since no1 has this number, and because its only for a month its just tedious to be telling everyone I’m in a new number just for the month. I called on 2 different occasions, 1st before I got the new sim and the 2nd time when they ordered me this simcard. On both occassions the two guys I spoke to gave me the wrong information on what to do but now Fnb Connect wants me to suffer for it. I complained and asked for the matter to be escalated, then a lady by the name of Nompumelelo called from the admin department sati g she’s hamdling the matter and will get back to me with 48hrs. This lady told me that she will get back to me within 48Hrs. I spoke to her on wednesday tje 5th Feb 2020 and today is the 7th of February and I am still waiting, I called in today She was apparently busy and the lady I spoke to said she dropped her a mail to get back to me by the end of business day she still hasn’t gotten back to me. When I ask her to retrieve phone calls of the consultants I spoke to she says its not easy, yet my issue is being escalated. What is the point of recording phone calls if accessing them won’t be easy? Furthermore why must I suffer for going about the advise I was given by their consultants? They gave me wrong information and they mist be held liable. All I want is to have my old number with the new package as soon as the 1st Feb 2020. I will not wait another 30days without my number and I will not be debited twice for it. The 2 guys who gave me wrong information must be held liable.