Trouble porting out of koodoo w/wireless home phone

Hi,
I’m writing this on behalf of my elderly mother.  She tried to transfer her number out, but the  transfer is pending authorization. Supposedly she supposed to reply to a text.  But she has the wireless home phone service which is not capable of text.  I trried to put the sim in a cell phone to retrieve the text, but the sim has a pin-lock on it, and koodo did this not myself or my mom.   I don’t know the pin. And my mother is not tech-savvy she would have never known this.   I tried calling customer service, it only allows for a  scheduled callback but that is days away.  I find this totally ridiculous.  She doesn’t want to lose her number that she has had since the 1980’s..  Can this be solved and hopefully in a timely manner.