Number porting taking too long

I was extremely happy when my new phone arrived last week Tuesday (6 Feb 2018). I then continued to call MTN to get my number ported, which resulted in a lot of holding and referring to other people and numbers. I finally found out that the sales consultant that did my application over the phone should have done this before submitting my contract application. When I emailed the consultant, Taahirah, she reminded me that she did tell me over the phone to send my current SIM number with my application. She, however, did not put it in the email she sent where I rep**** with the copies of my ID and other documents. It has now been 9 days since I've sent my SIM number to her and have followed up every 2 days. She at least responds every time but it still has not happened. My grace cancellation period of 10 days after receiving the phone is now basically gone and I'm seriously considering cancelling. What use is a phone to me if I can't use it with my number? How can it take more than a week to port one number? Please, this needs to be escalated as quickly as possible to find out what is going on.