Cell C refuse to do swim swap for me

IOn the 3 November 2024 I got ****** my phone. Days later I proceed to do sim swap via self service and I fail security questions.

I went to the Cell C branch at Lakeside mall and the consultant who was helping, she said she can't assist me if I failed the self service security questions but the only suggestion she has for me is to change the number.

I explained to her that I cannot as I started using that number since 2014 but she didn't care and she left me puzzled with her suggestion / solution. I kept trying to explain that I don't recharge or make calls with the number as I struggle with network related issues, then I opted to another network but I kept my Cell C number which is linked to everything of mine and I do not want to lose / change my number as I use it for my banking purposes, student portal, my whattssap and for Nsfas.

Can I be advised what to do now? As I need to do a sim swap and the Cell C branch in Lakeside failed me.