Made transfer one number

Through the app, I allowed the transfer of one number from my account to another, received a pin number for transfer and transferred it to another owner. Why does the employee require my personal presence, if I have already allowed the transfer?

Do you understand that I also work and do not have time to go to your store every time? Please explain to me why you do not allow me to disconnect one of my lines? And how can I do it without going to the store, please?