Horrible experience for sim swap

I lost my phone last week Friday and since Sunday have been tying to do a sim swap. I went inside the store with my original ID but still was asked security questions of which I supposedly failed!!!! I was told to call back the next day and every time I am asked security questions, I fail!! I understand if you do it over the phone they need to conduct security questions however what I do not understand is if I personally go inside the store!!! What the hell do I do to get this sim swap done.. Not even the store can assist. This is very annoying I must say!!! If this is the case I will never recommend Cell C to anyone and once all my contracts end I will move somewhere else!!!