Change of address for VOIP landline

I set up a transfer of service over 3 weeks ago. I was told:

1. I may NOT be able to keep my old number.

2. If new number had to be assigned, the caller would be given the new number.

This IS NOT occurring!

The caller is told,”number has been diss connected, new number not available!

This is a violation  of the PROMISE that was given to me!

I have been a Customer for over fifty years.

This level of Customer Service is unacceptable!