Sim Swap/Poor Cuatomer Service

I am VERY appaulled with the 'service' received from your so called "Customer Service 173" agents. I called on behalf of my 70 year old Mother, regarding a number which she has had since she's gotten herself a cellphone, YEARS ago, has NEVER changed her number OR had to do a sim swap for. On the 13th November she received a call from "MTN" asking her questions about her number, of which she answered. Once he started asking her personal questions, she hung up and switched off her phone. On putting her phone on again, there was a message saying 'no service'. This is been that way since the call from MTN. This morning, we called to ask you 'Customer Care' and spoke to three people, one of was Samkilisiwe, ALL three agents were VERY rude, UNHELPFUL and said that a sim swap was made, which naturally wasnt done by the owner/user of that particular number. How is it so easy for a ********* claiming to be from MTN have access to her details BUT she is now told to go the the SAPS for an affidavit saying that SHE didnt do the sim swap. This woman is a elderly woman, now she needs to go here and here to prove that her number is her own number, whereas it was so easy for someone else to access her number. PLEASE, could some who is SERVICE ORIENTATED assist us with getting her number working again / the sim swap which she DIDNT make. Thank You.