Sim Card *****

My phone was ****** on 13/10/2025. I bought a sim car on 14/19/2025 with the intention of doing a sim swap. I called the Customer Care Center and failed the verification 3 times. I was then advised to visit the physical store, I went to the store today 16/10/2025 at Cell C Eastgate. I told the consultant that I needed assistance with doing a sim swap. The consultant asked for my ID and cellphone number, he then told me that my number was not linked to my ID and I would have to get a new number. I have been using this number for over 10 years and have done sim swaps over the years and have never encountered this issue. I cannot change my number for obvious reasons. I would like to get assisted on this matter urgently