Cell C sim swap

I Lost my phone several days ago and went to the cell c branch to get sim swap but they were unable to help as it turns out my sim is rica'd under someone else's details. I tried anyway to phone the customer care line to see if they could help, and they then suspended my sim from being swapped obviously due to the fact that he I ddnt pass security questions . So how does cell c not have a backup plan for such situations? I am able to provide regularly dialled numbers, bank statement to show it is linked to my banking account,and even willing to get an affidavit but cell c seems wholly unconcerned about making any effort to help. This number is also used for our NGO which focus on creating awareness for depression amongst varsity students and we are unable to do so now because Cell C doesn't wanna **********