Very Frustrating service provider

MTN has this useless and extremely aggravating rule, if you are not the account holder they will do absolutely nothing for you. My son was in a smash and grab, where his cellphone was ******. He went to an MTN store and reported it and did a sim swap. He got a temporary number and was told it would take up to 24 hours to get his old number back. The phone was ****** on Friday evening and he blocked the phone that same evening. The sim swap was done on Monday morning. It is now Wednesday PM and it has still not been done. My son is now overseas on contract and cannot get hold of MTN. I can give MTN any info they want, like his I.D. number residential address, to no avail, they just say they can only speak to the MTN contract holder. MTN is not user friendly at all.