Metro Prepaid service pathetic

I replaced my defective prepaid water with number ***3. It's been more than a month and still I cannot buy tokens at the shop....the customer support say its active...but when I get to the shop it does not work...this is probably the 10th time I tried in 2 months..I am tied of their bull****...the owner of thr company can go to the shop and try since his service department are worth nothing..they a bunch if idiotic ****** that cannot even do a simple thing.