Landline cancellation

I app**** for an uncapped 24 month ADSL package (via telephone call - order number ***A / ***). I explained that we had an existing landline in Durban on my brother's name, but that we want to upgrade and we want the debit payments to come to me in future. He is based in Durban and I am in Johannesburg. I was advised that it would be a new line because its on my name and that my brother should go ahead and cancel his account. He submitted cancellation papers based on that advise. However when the technician came, he told us we were incorrectly advised - there is no need to install a new line when there is an existing one. I just needed to apply to take over my brothers account and then apply for the same ADSL package. Moreover, he told us we would lose our old number. My brother went back immediately to stop the cancellation. At first he was told it would be stopped, but now suddenly Telkom is saying they are unable to stop the cancellation from being processed. The only reason we requested it was because of the wrong advice from your call centre agents! We never wanted to lose the existing number. My mother stays at the premises and this is the number she knows and that all her relations / friends know to contact her. Both my brother and I visited Telkom stores several times, but your assistants don't have the permissions to stop it! Please stop the cancellation from going through!!!! We heard that if a customer does not pay the account, then the cancellation will not go through, but we do not want to go to this extreme. How can it be possible that Telkom is unable to undo an application in progress? Very disappointed with this service, when all I wanted was to actually take up a contract with you ON THE EXISTING LANDLINE NUMBER.