SIM swap difficulty

I recently terminated my One2One contract with TFG. As expected, my connection went off and my SIM was inactive until 10 August 2017. It came back as a result of MTN reconnecting me to prepaid. I lost my phone on Saturday and now I can't do a SIM swap. I called 173 on 14 August 2017 at 16:15 and Enoch told me the number shows that I am still on contract. On 15 August 2017 at 16:15 I went to the MTN store in Parow Center Cape Town. I was assisted by Julia and she told me she cannot help me and I must go to TFG. I went to TFG and they confirmed that my number is prepaid and no longer on their side. When I returned to the MTN store the same lady kept repeating the same thing that I must call One2One even when I was telling her I just called them. She showed me the screen saying my number is inactive and she couldn't properly explain to me what that means because how can it show inactive when I was using that number when it got lost, sending and receiving calls? I also felt a strong sense of unwillingness to help from the attendants because I even asked her (Julia) to escalate the matter for me and she refused, insisting the fault is with TFG. I need my number please. I need to know what I must do to get this SIM swap done or if I have lost my number forever. My lost number: ********** 568 Current temp number: ********** 468