damaged sim card

I am currently dealing with a damaged sim card and was told to do a sim swap.I have had the number for almost 10 years and could not remember some of the security questions asked.Was told to go the police and make an affidavit . l tried to take the documents to my nearest MTN shop (Howard centre Pinelands Cape Town ).However when l got there the MTN branch had relocated .l proceeded to Old Mutual Mall which was closed .l called the agents and was given an email add to send to (***).Received the reference numbers the first one *** on the 5th May and automated response promised to get back within 8 hrs.After waiting whole day l resent the doc and received ref ***.I am patiently waiting and my patience wearing thin.I get conflicting statements from agents others suggesting on go the MTN Store in the midst of this pandemic.l am disabled without my number as we are working from home and cannot do intenet banking.Was told to put the new sim card in the phone and do nothing .So yes l am following ,doing nothing just waiting to be assisted .Everytime l call the response is we have not received (or doc not yet attached ). You can reach me *** the new sim card in the phone