Incompetence and no service, paying customer

My phone no is been block for the past 5 days. Account is paid up, the no is a contract phone, for the past 20 years. The call Centre is useless, been phoning everyday, it will be escalated. I went to the store, same story. No one knows what they are doing. This is the top of incompetence. I need to sort out my husband death, and cannot make calls.