Disappointed SIM SWAP service

I am really disappointed that MTN customer service twice was could not assist me with sim swap because of an error on their side. I have been a trustworthy customer to the service provider for more than decades, and just due to one minor error on their side, i am told to go to get an affidavit to get a sim swap. I am really disappointed with MTN and if this is how you treat your customers - you really need to work on the service you provide.