Money disappear from pay as you go account

My father-in-law is 83 years old, wheelchair bound. He had about R900 in his 'pay as you go' account, he was in hospital over Dec 2023, couldn't use his cell, and his phone was blocked and deactivated middle January 2024. We tried EVERYTHING to get number re-activated, but they insisted we bring him in to MTN Menlyn and open new number, then they will transfer money. We took him with his wheelchair, got a new SIM card, but up to today, only promised and NO ACTION...So in who's pocket is that R900????

I will stay away from MTN as far as I can, I've heard other scary stories as well....

Elsa Vorster