Cell C is the worst

Hi, I recently visited cellc store to do sim swap as I lost my phone with sim card but I was unable to. I brought my ID and proof of Address which I used to RICA the sim. So the sim is mine. I was told I have to remember 5 numbers which I contacted. How is this possible? I brought my details as proof that the number is mine.

I lost my cellphone. Right now I don't know what to do as I need that sim card. I've been using Cell c for more than 10 years. I am disappointed by this kind of service.

To compare I went to Telkom to do the same sim swap Telkom sim card I lost with that phone, Telkom helped me using my proof of identity without any hassle and for free of charge. Telkom is the best.