TELKOM SIM SWOP CAN'T PROCESS - WORST SERVICE

I have this Telkom mobile number for the past 7 years, about 4 years ago my ex took out a double deal contract and I used this very same number as that contract number. In the last week of January I app**** for a Telkom contract at iStore and it was approved, I asked that my number be my contract and not get an additional number, the agent told me I will get a new sim and I will need to do a sim swop in store, when I went to the store I found out that my ex is still the owner of the number and I will need to do a change of ownership. After many attempts to try and get hold of him, we eventually did this on 31 Jan at Telkom store Tygervalley. The consultant did all the necessary things to ensure that the number is transferred, then recycled and requested it to be transferred to my new contract number. He said it should take a couple of hours, today(1 Feb) I called to follow up, only to be told that there is no process of change of ownership or sim swop on my prepaid number. I called the store to follow up and was told that Telkom IT department says the number was ported from a different network(which is not true as I bought the SIM myself years ago), he also stated that the system is showing something different. My issue is that nothing is getting resolved at all and I now have to walk with 2 different phones and it's ridiculous that one can't even reach out to Telkom as none of the agents know what to do or how to assist! At this stage I am on the verge of cancelling and moving to another network entirely. I found many posts on social media dated back to 2015 where people had the exact same issue!