Cell C sim swap nightmare

Lost my sim and trying to do a simswap. Cell C tells me i cannot do a simwap for a number i have had for over a decade because im failing security questions. Presented myself in the shop with ID and Proof of Res and was told to call customer care. Apparently i cannot be helped even though i can prove my identity. After being a customer for over 10yrs to be told i cannot be helped cos i failed questions is ridiculous and customer nightmare. I have been let down and am ****ed. In 2025 as a tech company you cannot tell me you cannot asssist me.