Sim swop fail!

My uncle lost his phone on sat and called cell c for a swim swop they couldn't help cse cse he did not remember when last he recharged. the question is who remembers when they last recharged 25days ago, He spoke to a call center agent who after refusing to help him referred him to the cell c outlet at maponya mall the lady there said no we can't help, now the question is does he loose his number which he had all his life cse he can’t remember when last he recharged? This is terrible. He is an old man. Cell C should do better!!!! Terrible service!