Can someone help me with this number SWAP I have been requesting multiple times please.

I have been requesting a number swap multiple times with no luck both in-store and via the call center, it has been almost a month now.

Every time I follow up, the call centre personnel tells me the query was closed because the people who do number swap tried to phone me. I have missed a call or two but mainly I am struggling with Telkom network where I work. I do not understand why I cannot phone this team back, I must always beg to be phoned and sometimes I do not even see the missed call.

What can I do to get this number swap done.

Important to note that I got to a position of needing a number swap because Precious from the new Telkom store at the Glen mall (I think it is called Telkom express), issued me a new prepaid SIM when I was requesting porting on my new s9 contract, she completely misunderstood my request and I still do understand how. Also note that I tried a different store from the Rosebank mall store where I took my contract because the lady that did my sale seemed clueless about everything. She told me I need to call Finrite directly to take insurance, and I have to call the call centre to request porting. After many back and forth between call centre and store about both requests I went to The Glen mall where Precious assisted with device insurance smoothly but totally missed the porting request requirement.

please help me do the number swap that I need.