Trying to port to MTN

Mrs. EC du Preez cell number *** are trying since the beginning off March to port to MTN. Her cellphone were put on prepaid, she is on a cd flee system and for some reason no one at any branch off Vodacom in Klerksdorp can help her. They just say sorry something is wrong with the system and she must wait. Wait until When? No one claims responsibility and you can never speak to a manager because all personnel works through a call centre. She cannot take out the new contract at MTN as long as she is on Vodacom's system. This is very poor service from Vadacom.