Poor service so unhappy

I am trying to sort out my sons phone. For a week now we cannot get hold of him. I sent emails. I phoned on Friday. I went to the store on Sunday. The manager still didnt phone me back. This is urgent and I canno get hold of my child. His old number was recycled so everytime we phone we get thru to someone else. This has been going on since Dec 2020. It worked for 4 months now and yet we are back to the same issue. Cannot understand that they cannot manage their recycled numbers and why do it if it does not work