Not able to assist

My husband was involved in a serious car accidents on 13/09/17..his phone got ****** from spectators as well as other belongings. I am trying to do a swim swap for him as all his banking sure check pins come through on his number. They are unable to assist and insist on talking to the account holder after I have explained to them countless times that he is in sicu with a cracked jaw and cannot talk. He can communicate but only in writing. My husband even said can't these people think. If I am not able to do a swim swap I will go to another provider and we will then both cancel our contracts with cell c. I need feedback asap.