Unable to get a sim swap done

I have been a loyal customer of cellc for nearly 13 years. And now be told I cannot be assisted with getting a sim swap so that i can use my number. I left the country for a bit and my number was recycled even though I added airtime on it. After MONTHS of calling CellC, I finally managed to get my number back again on Friday. But the new sim got lost somewhere between the mall and home. I did not even get to put the sim on a phone and use it. I now have a new sim and am trying to do a sim swap. Your call centre will not assist me because I can not provide them with a frequently called number. How can there be a number if the old sim WAS NOT USED!!!! Surely me telling you guys I did not use the sim and the fact that your systems confirm what I am saying would confirm that I am who I say I am. The CellC stores wont assist either. I have tried 3 different stores. They say I must deal with your Call Centre who says I must deal with the stores. I even have the serial number of the old sim. I can confirm everything relating to the sim but just not any calls because I DID NOT make any calls! After so many years of loyalty, you are unable to assist me with the one issue i have.