Prepaid numbers still blocked

I’ve quested for 2 numbers to be unblocked and be on prepaid, I’ve spoken to more than 3 consultants and even went inside the branch and cases were logged I was given a reference number for 1 number and the second number the consultant that assisted me in Table Bay Mall did a sim swap on my second number, when I called in today I was told the case was closed and my numbers are still blocked how did she even do a sim swap if the number is blocked? Please can I get someone who actually knows how to do her job because seemingly all of consultants that assisted me don’t know their jobs and every time I am told something different. I want my numbers back and on prepaid.