Confused customer

My mum sim card has an issue. I went through to a Cell C outlet to try and get help. I was told this is a blue label. I have never heard of this before. And was directed to Edgar's. Edgar's Says they can't help as I need to call blue label. My mums 86 years old and lives alone she has airtime on her sim but cannot use it. Please assist Her nbr is ***. But this nbr has no service for the past month. Please call me so we can resolve this. I have bought a new sim card for a sim swap which cell C advised me to do.