Unreasonable request

I got the ITC number after I put a complaint here on social media. Now after so much trouble, I now need to do a sim swap. Guess what I am asked, the same questions I was asked when I needed to get the ITC number. The questions I could not answer then because I could not remember. It is 2 month now since I lost my phone. How unreasonable to be asked those questions after 2 month. On social media you present yourselves as giving good service but when we call in we get so much unhappiness. Are you concerned about your image or actually giving the service to clients. How do I get a sim swap without having to go through so much trouble.