Cell C useless

If I could select no stars I would. I joined cell C when I was a minor and I registered using my mother's details. I got ****** at gun point and lost my phone with my SIM. I tried to do a SIM swap and I explained to them since the beginning that my mother is in intensive care unit as she was in an accident but they still want her to come with her ID to the store as verification. All my information is connected with that SIM card. I regret joining with them as their services are as useless as the in store people who kept passing the buck and sending me to do affidavits for nothing.