Cruelity of MTN to its loyal customers

Iam writing this review for my father who is 51 years old.

My father has been using mtn for over 16 years , he's been loyal to mtn for all these years , my fathers phone was tragedly taken from him on Friday the 23rd , he's been trying to make a sim swap with no success from Sunday the 1st of April and his application to sim swap is been declined because he doesnt remember the last time he bought airtime he also can't remember the year he started using mtn and the price plan he was on, my father is old and can't keep record on when he's last Bought airtime sometimes hes 8years old Grand daughter is the one who bus airtime to call his friends , and he can not remember the price plan that he is on because he is not even the one who chose it lastly he can't keep record on when he started using these numbers all he can remember is that he started using these numbers before his last born was born the last born which is now 16 years old after been the tragedy of loosing his phone in a forceful way by ****s, my father has never ported to any network or consider doing that because he is loyal to mtn.

All his important documents and files are registered on those numbers , what must happen to his policies, today he tried to log into his emails and he couldnt because the email is connected to his numbers and when they try to confirm that is it him who's trying to log in they confirming on his number ?? Now what must happen to his unread emails ??

MTN please be lenient to your loyal and old people , we all know that our old people are not that smart. Why can't he go with his ID book to any mtn store to be assisted. Must he just loose his numbers that hes been using for over 16 years just because he forgots that information ?? Without any alerts on how important that is in regards to sim swaping ??