Mtn is part of *****ters worse network provider

My mother's Sim card was hacked and it's under her name mtn says they cannot help. How can a big network provider say they cannot help. What is the point of having a number ricaed under your name and having the number for more than 20 years, this happened on Monday the 12th till now no help and this is a case of emergency. What bad service from mtn.