Telkom disconnected a number in use, and we lost our airtime.

We have 2 contracts and 2 pay as you go sims from Telkom. The 2 pre-paid numbers my daughter use as her own personal number, and the other as an emergency school phone. With the Covid-19 her emergency school number was not in use so much but still had R17.28 on it. Last week and Friday she went to school and always we put the phone in her bag. After school when she tried to call us the number was disconnected by Telkom and left her stranded! I did make call to the phone once a month to keep the number active. I called Telkoms customer service, and they did re-connect the number, but she lost her airtime. It's not just the fact that she lost her money, but what if something happened to her after school, because she couldn't contact us.