Locked Profile. Please Help MTN

Dear MTN I have taken interests in one of your products and went to the store to apply as I couldn't get through on the phone nor online. When I got to the store I was told my profile has been blocked and that the lady at the store can not complete my application. I have sent an email to *** to provide reasons for the profile being blocked and possibly unblock my profile. History: I had a contract with MTN and it was paid up in April 2020 when I lost my job. My case was handled by Legal department to migrate to prepaid therefore I assumed they will be able to assist however I have not had any feedback from them despite my effort of numerous emails requesting feedback. Please help.