Poor service at both contact center and branch!

Very frustrated and require an immediate resolution from cellc. I called the contact center to do a sim swap, due to the fact that I don't use the sim for anything but my banking, I could not remember my last recharge date which led to me failing the security questions. I explained that I do not use the sim for calls! The contact center refered me to the branch, due to the urgency of this matter, I spent my last petrol money to go to the branch with my documents. The branch simply told me they can't help cause they need 3 frequently called number so they can't help. I called the contact center while I was at the branch to explain, the helpful branch consultant tried to explain their challenges at branch around this however, they could not come to a resolution! The branch sent me away and said they could not help. Am I losing my 8 year old sim card?