Switched from contract to prepaid and number stops working completely, no one can help!

My moms number has been an active vodacom number for years. We had issues where edgars put my moms number on contract without her agreeing to it. After we FINALLY got that issue sorted out, my moms number was listed as prepaid. My mom recieved an SMS this morning saying that she needs to Rica her number. We did not get the chance to do it so her number was just cut off. Now my mom is without a working phone. The call center cant help and wont leave the number active for just another day till we get a chance to Rica it. I really cant understand why it now needs to be Rica'd again. It's been an active number for years? Really am very disappointed. Switching my mom to MTN as a result!