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I've pulled this post out from the thread it had got lost and buried in. Specific issues deserve their own discussion
Are you a named contact on your mother's account. If you aren't, whatever anyone tries to offer as assistance to you will fail at the first hurdle of Data Protection. Indeed I'm surprised a neighbour was able to "help".
Chances are whatever caused the number being dropped means that has now been reallocated into a database. Whether that can be resurrected I dunno. However a proper explanation would have been good.