Struggle to complete the process of acquiring a contract.

While in the process of acquiring a new cell phone contract for my daughter (she is currently on a Cell C contract, which has come to an end), I decided to take out a Vodacom contract on their on-line service. It was clearly stated from the start that we would like to do a sim swap in order to keep her number. We were informed that this process can only be started once the phone was in out possession and the sim card has been installed in the phone (which is normal practice as I understand). The order was placed on the 19th on January. The delivery was scheduled for arrival in the week of the 23rd of January, and I received it on the 29th, which was not the biggest of issues to me. Upon receiving the phone, we called Vodacom in order to start the process of the sim swap. We were then informed that the sim swap is not possible for her number (even though they had the number and details from the start of the whole process). We went in to a Vodacom shop and the same story was told to us (both Meyerton branch and Vaal Mall branch). I phoned after sales and the same story was told. This is the first time that I have ever heard that a sim swap can not be done, and to top it all off, the personnel at Vaal Mall came up with the suggestion that we cancel the contract. If that is the level of service and advice that one receives in store, and the experience that one has upon becoming a new client, then perhaps it is the route to follow.