MTN refuse to give me my number

I got ****** on the 21st of September in which I lost my phone. O went to MTN columbine with my passport and avdavid to do a simswap and was told to wait for 24 hours. 30 hours later it was still not happening. I phoned the store and they said they don't know why. I went to another store and was told my number that I have used for over 10 years is blocked. I need my number to work and MTN is keeping away from work and adding on my trauma after being ******