MTN SIM swap disaster

So my SIM slot broke and the phone is also frozen and my SIM was stuck in my old phone. I now got a new phone which I wanted my old number(stuck in old phone) to now be used in New phone. Bought a SIM and called MTN for a SIM swap was told to wait 2-24 hrs. After 30 hrs of no success, I call back and they say user reject sin swap. How when the SIM that could reject is in a phone that doesn't work and is frozen. Now im told to go to police station write affidavit and email affidavit. Really the service is horrible. So much of an inconvenience