QUERY ON CONTRACT PHONE NOT RESOLVED

<p> Last week my phone showed suddendly error in connection.I called 808 as well as MTN technicle department who said I need a new SIM card.I was also told that can only be done at Brooklyn Pretoria where I use to upgrade.When we got there,I was send to the other store in Brooklyn.The lady told me My husband must give her r5.00 for airtime,that's why the phone is not working.We explained it's a contract phone and never loaded airtime before.She insisted,and still no working phone.We went to Quagga Centre by a guy of Cyril check the phone on the system and in no time he corrected a setting-WITHOUT A NEW SIM CARD!On 27/9/16 a sms came through on my phone ********** 795 with minutes and mb.NOBODY CAN TELL ME WHY THIS IS SUDDENLY HAPPENING,CUSTOMER CARE TOLD ME THIS MORNING MAYBE I MISSED ALL THE SMS'S FROM PREVOIUS MONTHS.CAN SOMEBODY ASSIST WITH CORRECT INFO PLEASE.REGARDS.Eurika</p>