Refusal to do SIM swap for customer of 18 years

I lost my secondary cellphone in December. Last week I realised I needed that phone number for banking OTPs. I called the Call Centre and they asked me a bunch of questions to try do a SIM swap which I failed because (I didn't make many calls with that number) I couldn't answer the THREE frequent dialed numbers. They said I must go in to a store.

Today I went to the East Rand Mall Cell C. The consultant there was quite rude and treated me like a ******** saying he also couldn't help unless I now gave him FIVE recent numbers. How exactly are these people employed as customer facing when they have a slapgat attitude??? I called for the manager. She also refused to help me as the system had to have the recently contacted numbers as it is part of the process and there is lot's of *****. I then said to the manager that I can provide all sorts of proof that is my number spanning back to the fact that I created a contract with that number at that store roughly 18 years ago. I even know which was my last phone I had on the contract from 2***. I said she can even go look for my ID on their system to see it's me. I told her I can even log in to my FNB banking and show her the number there. She still refused.

I then asked for her name and surname and her managers name so that I can escalate it. She also refused to give me this information. I then said to her I'm going to record our conversation and the fact that she refuses to give me her name and her managers name. I started recording and she remained quiet during the entire recording. When I stopped the recording she then started to speak again saying she won't give me her name or her managers name as I don't need to know that information. All while the first consultant was sitting in the background snickering at me.

Now while I FULLY understand there is protocol and they can't risk a ***** situation I'm telling them they can look and see my ID in their system and see it's my face. They can even check what year I roughly opened my contract. If I tried hard enough I could probably figure out which phones I had over the years while on contract and might even find a statement somewhere. We are talking about a customer that has been with you for close on EIGHTEEN YEARS!!! You have plenty of information and I can provide loads of evidence of this being my numebr but because I can't tell you the 5 last frequent dialed numbers you can't help me??? Yet someone could have ****** my phone and walked in to do a SIM swap and seen the last frequent numbers and you would help them???

This is the EXACT reason I moved to MTN and cancelled my contract with Cell C. There is no customer service just rudeness.