Sim swap

Lost my phone along with my ID on the 1st December 2024. Tried getting a sim swap and I was told I failed their security questions and they suggested I go to the nearest store. I went to menlyn to get assistance but they told me they could not help me without an ID. as someone that works with people I'm loosing a lot because of this. I feel I should have gotten some sort of assistance. The person who got my phone is using my number while I wait to get my ID