MTN Refuses Service

Called the store asking to do a "number change" (didnt answer the phone from 9am to 9:30am). I want to move my contract number to prepaid and my contract to a different number. Phoned MTN Fourways and the guy is insisting that I what I want can't be done and I must pay R250 for a SIM SWAP. Contacted MTN on Twitter, the entire day went and I was asked for my cell number in order for them to assist. Today another consultant on Twitter tells me to go to the store for assistance. WHAT THE ACTUAL **** IS MTN DOING???????