Cancelled contract = Cancelled line

My mother is a pensioner and cancelled her contract with Autopage. The cancellation was delivered via e-mail and she went into a branch to confirm the cancellation on two occasions, and confirmed telephonically. She specifically asked that the number be available on prepaid. Instead of cancelling the contract, Autopage cancelled the whole line. It is impossible to get them to re-activate it. Countless calls later (15-20 minutes per call) and each time I'm just told it will be done within 24 hours. Meanwhile, my mother, who is a pensioner, is without a phone and cannot reach us in an emergency. Her transfer to another provider cannot go ahead while the number that is migrated is inactive.