MTN IS BROKEN! EVERYTHING IS BROKEN!!

My daughter is on pre-paid (she has had this number for YEARS) - we can't phone her and she can't phone out, we can only communicate verbally via whatsapp. I phoned mtn x2 today. First the lady said she would reset the number. It did not work, phoned again, lady answered, then silence, did she put me on hold, mute me??!! I told my daughter to go to a mtn store, they want proof of residence, we wanted to email a statement with the address on it to them - no, they want a physical paper - so now, we have to print it and go back, WHAT is the difference?! My daughter is looking for work, but HOW must any company phone her when her number DOESNT WORK!!!!