Sim swap issues

Two years ago I got a contract with cell c and I was on a different network, I had to port my number and get a sim swap so I can be on cell c ,I was busy as work and ask one of my colleagues to go and do the sim swap with my details and documents .when he got there they did a sim swap on his name and details but not mine and he told them his doing it on someone's behalf. Now that was okay coz in my knowledge I had thought they did everything in my name not his . 2 years later I got hijacked and i need to do a sim swap and when I get to the store I was told that I have to find the guy who did my sim swap and he does not work with us anymore, I asked the assistant what I need to do to get my number and she told me i need a written statement from the police station explaining all this and they will help me .I went there the next few days with all the documents I needed and the 2nd consultant told me that the first sim port was not suppose to be done but I ask him how it was done when it was not his number but sent to do on someone's behalf. I am now confused coz everytime I get to the same store in Southgate where all this mess was done I get different things from the consultants that we can't help, I need to get a written police statement to now we can't do anything for you we need the person who did the sim port .I have used that number more than 10 years and I am not willing to loose it to people who have a different story to tell me everything I get to the store .how am I suppose to find the guy now and how am I suppose to be going around in circles like I am at fault ,they should have told him to bring me they can't help him coz his not the owner .what annoyed me the most is that all this stories and agent are from the same store in Southgate, they not willing to help or tell me what needs to happen .I want my number so I can go to another network coz it's not safe to be in cellc anything goes and no one wants to take responsibility to all this .for the last 3 weeks i have called the call center and went to the store and they can't help me .call center say I have failed the authentication which i don't understand coz most times I use the phone for work and every question I get asked is the truth .cell c please give me my number back and I will leave you in peace coz this is giving me stress I don't need . Contact me so we fix this .