Issues with new contract

I app**** for a new contract telephonically about two weeks ago and specifically asked the sales agent to move my Telkom prepaid number to the contract. I received my new device only to find out that this was not done. I visited the Telkom Store at Mall of the South today to have the prepaid number moved to the contract and the agent at the store said it is impossible for them to do. I then called customer service and was told that it can be done at the store. Can somebody at Telkom rectify this situation, it is very frustrating.