Porting of number

I moved from Telkom to Vodacom in April. I told the guy I want to keep my Telkom number. He asked if it is on contract or prepaid. I said it is on contract. He then said I must first cancel the contract and make it prepaid and then come back then he can port the number. He didn't tell me to do it right away or within a certain time, so life happened and yesterday I got the time to go back to Vodacom to port the number. The same guy who is also the manager of the store now can't help me because the vodacom number is on contract already. He just claimed that he did explain the process but me and my husband didn't get it like that. So he refuses to help me.