Unable to purchase data and getting no answers

Good day, few days ago I tried to purchase 5G of data via the *111# function from my phone but I was unable to do so. It gave me an error message: \provisionVAS failed: >MSISDN *** is deactivated\" (my data cell number is ***). I called ***, spoke to Pinky, got reference number: 1-1Q42Q88. Pinky told me several things