No smart phone no messages for Capitec customers

Capitec in King William’s Town by Shoprite just sent my son away without helping him. He lost his phone and wanted to change his number he was told he can’t because he doesn’t have a smart phone. How is that not risking ***** on his account? Make me understand sana how can we not be able to change our numbers based on the type of phone you use. Hay Capitec needs to change their policies