Disgruntled brand new customer

I am very disgruntled about the fact that I visited the East Rand mall telkom branch yesterday and requested to change my service provider from cellc to telkom and requested for my cellc number *** to be ported to telkom. I was given a sim card with a new number ***. Cellc confirmed that the request to port has been approved. Last night around 11pm, I noticed that my cellc sim had been deactivated from the network and I then inserted the telkom sim card into my phone. I then realised that my number still had not been ported as per my request. I phoned telkom customer care and explained the situation and was advised by the consultant to go back to the branch to enquire about the porting of my number as customer care cannot assist me. I don't see why I should go back to the branch when I have come from there. Why can't I be assisted with a simple request?