They can't do a Sim swap for me

Very stressful moment with cell c after l lost my sim card,l called the customer care service which also takes time for you to speak to a consultant and they told me that l can't do a swim swap because the information lm giving them the system is rejecting of which to me it doesn't make sense because l have been using this sim for more than 5 years now and it's not the first time I'm doing a Sim swap,they told me to go to the store and that was the worst service ever at your branch in zevenwarcht mall after waiting for 3 hours on the que outside because of the covid regulations they could only help 2 people at a time. The guy just told me that my sim was ricad differently and can't help me really,l tried to explain to him that maybe on my last Sim swap l bought l bought a Sim card that was ricad already and did a Sim swap l couldn't remember cz that was about 3 years ago but still he just looked at me as if l was crazy.After all these years and now l must lose my number just like that and everything that l use it's connected to that number.Honeslty it doesn't make sense hopefully after this review l will get some help because l really do need my number back.