SIM Swop failure

I lost my phone on Thursday and I did a sim swop the same day and they told me the information I gave them is incorrect I should go to the nearest cell c . Today I went to cell c shop to try to do the SIM swop and they were rude and told me the person who registered my SIM card was using a passport and it wasn't me. I tried to explain to them that I lost my phone and all I need was to do the SIM swop. I tried to call again the customer care number they told me there is nothing they can do. No one chooses to loose a phone or get it ******. The number that I had was everything because I used it in my CV's and everything. I can't just loose it because no one is going to be able to reach me and the cell c consultants were rude to me, the other one even drop the call on me.