Empty promises

I have never come across such incompetence from MTN stores. We have visited 5 stores and still my mothers number is not working. She went overseas for a long time only to return to find her number not working. We've been to Meyerton and Welkom, did sim swap, gave proof of address for Rica and still nothing. Each time it's 'it'll work after 2 hours' and to date nothing. Is there someone that knows what they are doing in MTN?