Vodacom contract

My aunt had a vodacom contract phone which had insurance and her phone was ****** on the 13/06/2022 and reported it. Was given a new phone after 2 weeks if not mistaken, she went to collect the phone and a new sim was given to her and told her to switch it on after 24hours for her to get her old number but waited to 24hr still the number didn’t work. We contacted them and they said they are fixing it we must wait for 72hrs but still with no success. Went back to the branch but still couldn’t get help. Now they are telling us the numbers has been given to other people since it has been off for too long. Bear in mind we paying the contract on monthly basis but not getting the benefit. It’s been 4 months now.