Losing a cellc SIM card over a new system

I never used my sim for a month so when I tried putting it on the phone the chip had been worn out. So I tried to do a sim swap through the call centre n couldn’t do it so I went to Cellc store in Lakeside Benoni verified my identity but they said I couldn’t do a sim swap because I couldn’t answer security questions since the sim hadn’t been used for a month so there was no data on the system for me to pass the security questions or get my sim back. Cellc is really terrible. Can you lose a sim that’s been in use for 15 years over the new system that’s being used yet you’re the one that had Rica’d the sim.