CONTRACT PHONE NOT WORKING

I took a contract phone on the 14th of February 2019 at Telkom store Musgrave Center Durban . I requested to continue use my prepaid Telkom number on the contract phone and was advised it will be done. To my surprise from the 16th of February 2019 mid day I have not been able to receive nor make any calls. The sim card says no service. I went back to the 16th of February 2019 and reported the problem. The first consultant said I will need to do a sim swap without even checking if the problem was the sim card or phone. She insisted I will need to bring my id and proof of address. I advised I did not have those documents at hand with me as I was not aware I will need to do a sim swap. I requested to speak to a manager in charge as the first consultant seem not to understand my problem, I spoke to Pauline Muller who investigated what the problem was and advised the process to change my prepaid number to a contract number was done incorrectly as a result , it did not go through, She logged a case and said I would need to wait three days. I advised I do not have three days as I rely on this phone to work and need it urgently. I have received such poor service and I will cancel this contract if this is not sorted out today, I know my customer rights as per CPA. Mr Ivan Naidoo who is sad to be the store manager , please attend to this