MTN not putting customer first

I wanted to restore my MTN no, it's been a while since it wasn't in use but the fact is it's available and for such a huge organisation it's impossible that it cant be restored. The call centre agent confirmed that the no is still available and hasn't been re-issued to another. Informed me that such matters are handled at branch . At branch I was looked at like I've lost the plot and referred back to customer line. I tried another MTN branch and was told they are unfami**** with such requests I should definitely call customer service. I called back and the response was along the lines of if I haven't used the no for a while I can't have it. I must be able to provide most recent activity or nothing. In all my interaction I've deduced that the information and understanding of company policies and procedures differs drastically from one employee to another and its concerning. My argument is the no is available , I strongly need it re-instated and I trust the right representative who understands their role will be able to assist me. Nothing is impossible.