Inactive number and Itc number

I called MTN yesterday so they can assist me with blocking a lost phone and to get an ITC number as we need to claim for the phone(my daughter and i, its her phone). Firstly we kept being transferred from one consultant to another as we need a Sotho speaking consultant. We got to speak IsiZulu and the lady said that she wont be able to assist as my daughters number shows that its inactive, she will active it we must give it at least 4 hours or 24 hours and call back. We did just that.

Today will we called MTN they telling me that my daughters number has been inactive since the year 2020. I am telling that that thats impossible because she has been using that number for calls,SMS's and that number is also active on WhatsApp.

It's very disappointing that I was not assisted as I need to claim for insurance and today's consultant kept on speaking to someone else while im on the line with her.

I need assistance as I need to claim.