Simswap nightmare

Terrible service. I lost my prepaid sim card about 2 months ago. I went to a cell c store at Sanlam centeron 03/02/2020 and I was told to do the sim swap over the phone because their system was down. I called the call center later that day and I was told that the number was inactive so I need to do it at the store. The following day I went there with my ID as I once had done a simswap at Canal walk and only the ID was requested. The consultant told me they need proof of address which was new to me cz the last time I did a simswap I only needed my ID. I then said I could go to the bank to get a statement as proof and the lady told me they only use posted proof of address which I told her I don't get any statements through post and she told me to go to my local council to get proof or I need to do the sim swap over the phone. I called the call centre while at store and the agent I spoke to told me they don't post statements when I asked her to post me a statement of my contract account which I have with them. I asked the lady if your company which is my service provider can't post me a statement where must I get a posted one and why should I now go around looking for proof from councillors which she said I should just leave the simswap if I don't want to do it. I could tell she was annoyed and was busy on her phone while I was speak to her, she went on to tell me that when I come back with the proof from the council I need to provide them with my last recharge date and amount which was impossible as the SIM card got lost two months ago. I ended up losing my number cz they can't post a statement and she also wouldn't take a printed cellc statement, worst nightmare having to remember how much u recharged with two months ago.