Treated like a ********* for trying to get a sim swap from cellc

I needed to do a sim swap as I lost my sim card. I have a copy of my call log, as I still have the phone and just lost the sim card. On Sunday, i went to the store, and was told i failed the verification process, and i need to call the call centre to do the swap. So Yesterday, I contacted cellc on Facebook messenger enquiring about the verificationof the last 5 numbers dialled, as i have 2 sim cards, and i sometimes use my contractsim with anotherprovider to make calls after midnight, due to my shifts at work. After going through certain verification methods, I was told the number is not mine. FYI, I did a sim swap back in June with no hassles, I also did a sim swap about 4 or 5 times since having this number. upon relaying this message, the person I was chatting to showed no empathy and seemed robotic. This is frustrating as I I always praised cellc and now to be treated like a ******** is disgusting. I need my number, as i have had this number for 10 years and all my important stuff is linked to this number