sandal on worst CSR - what should I do to ask a simple question?

I have been with SO for many years and had never had need to call their customer service. Today I have a simple question and call their 1866 and man, it was UNBELIEVABLE ! The CSR name is Ingrid. She was EXTREMELY rude and unprofessional to the point that you'd think she was joking! I sent in a complaint to SO and ask they listen to the recording (hope they have one as they claimed) and see for themselves. I live in Canada and this kind of behavior from a CS would be a joke and laugh stock. She is a scar on 711 company's face.
Anyway, my question is about porting in from Koodo. I have 3 phones under my account already but I plan to port in a 4th one (an easy way to cancel koodo without calling them). I understand I need to activate my SIM and get a new number first. Question is do I have to top it up, as second step, before I fill the porting form? I do not plan to keep the 4th number so I do not want to top it up.