Legal / ***** department inefficiency!

We are trying to upgrade our daughter to a bigger package, since she has started University she now needs more airtime and more data. It has taken more than a week now and we are still no closer to getting her the upgrade. Their reasoning is that her number is under suspicion of ***** so it is blocked. I proved to them that I could call her and she could call me which they don't understanding how this is even possible but none the less they cannot unblock her number to then process an upgrade. Can somebody in the legal / ***** department please do something about this issue. MTN Northgate say they cannot call legal/***** department only email. Well that is not working. We need this upgrade processed please!!