MTN's terrible customer service

Wanted to migrate a number from contract to prepaid. The Blue Route MTN store told me I have to contact the call center as this can't be done in store and no forms are required. The call center then refused to assist me as they now say I have to complete a from and if I can't print and scan from home I have to go to a MTN store. Only after spending 30 minutes on the phone and refusing to accept this. Did they actually admit it is possible without a form and accepted the request telephonically.