As others have mentioned, I would file a complaint with the crtc, that definitely sounds illegal.
@jonfirlotte it *sounds* illegal, but we don't know the whole story. And of course, @Poorservice hasn't replied again to provide more info. So it's really hard to say for sure. If I had to guess, I would guess that they didn't realize their account had to be active in order for a number port, OR, they mis-entered info on the port request form at their new provider. Purely speculation but these are fairly common issues that prevent a port.