Asking impossible questions to the customers

I just phoned cell c customer service for a sim swop on behald of my aunt. I explained to Ntombizodwa that my aunt's phone got lost that is why im doing sim swop, she then requested that i give her the last numbers my aunt phoned. How must I get the number if the phone is lost? And the other how does she expect my aunt to record all the names on her phone book. For God sake, my aunt is a pensioner. Its really ridiculous