Sim swap

Can someone from MTN OWNED help me get my number back. I lost my number and I went in store ( Southgate mall) to get a sim swap and I was told it must be authorized or approved by a manager. Sent an email to the manager(Garnet Matsoso) and the manager told me that the ticket is logged and resolved but there's nothing more he can do, he tried but it still needs to be authorized or approved. Sent another email asking him to escalate since he can't do it on his own, I'm still waiting for his response. I don't know how is it my problem and this is a prepaid number I don't think I must go to such lengths to get it done. Obviously pedi palp doesnt take people seriously. Can I get a sim swap and also can they remove all that needs to be removed on my number so that I won't have to contact pedi palp anymore. The number I want back is *** and they can contact me on ***. I need my number before they give it to someone else.