Sim swap declined at Cornubia Mall Cell C

First called Cell C call centre for sim swap, last numbers I provided weren't matching, was told to go back to the branch. Went to the branch in Durban Cornubia Mall where I met Nonto who couldn't assist. What is the point of having your original ID document, proof of residential address if they'll still want the very same 5numbers. Firstly I was honest, sim card I lost it, now they want me to recall the precise last 5 dialled numbers how on earth! Cell C better reply, this is stupid, irritating, and annoying. Worse is I have money transfers to that number which can't be reserved, how am I to withdraw that money?