Cant Do Sim Swap

I lost my cellphone over two weeks ago and have been struggling ever since then to do a sim swap. As a prepaid user, I cannot get service in store and rather have to call 173 or self help servie *173#. <br> <br> Initially I tried doing the sim swap on my own via the self help service, however I kept getting my security questions wrong and now I have exhausted the number of times I do the sim swap sms. Please note that I have had this cell phone number for a few years now and when I got it, it was on contract and I continued to use it on prepaid as I did not upgrade. Its easy to get the security questions wrong as I have been using this number for a long time now and there are certain details I have forgotten or I am unsure of.<br> <br> I then tried using 173 and each and every day I call, the lines are ALWAYS busy!!! this is so frustrating, I have been forced to use different numbers and change some of my contact details. I simply cannot afford to change these numbers so I really need assistance with asap. Why cant I get assistance in store? It doesn't make sense for this service to only be available telephonically.