Bad service from MTN

I am a very irate client right now and I am hoping that the relevant personnel will help me. I was an unfortunate victim of smash and grab that happened on Sunday, the 14th October. I tried to do a sim swap with MTN and spoke to Sandile K**** then to Dishen Kathard. I unfortunately couldn't get my security questions right. The first question I got wrong was the last recharge date and amount. I have explained to these two guys that I made 2 recharges in 1 day. One was R204.00 which was subsequently converted into 5gig of data, the other one was of R30. I have advised them that I have an airtime advance payment, I recharge via extra time and convert my units into data. I have been with MTN for years and as a result, I am not even sure which price plan I am on. These two questions are the ones that made me fail the security questions. I have been a loyal MTN client for quiet sometime and are a regular recharger. For me to be told to drive over 20kms to get an affidavit is ridiculous. I shudder to think what happens to old people who have no recollection of these info but are wanting to do a sim swap. I feel like the ordeal in which I lost my phone, and the redtape of MTN makes the whole experience worse. You could have asked many other questions I was even willing to send a case number, my bank statement, ID and work related documents. But instead I was told to drive 20 kms to get an affidavit. This is absolutely rediculous