Dissatisfied

I lost my mtn Sim card 2 weeks ago I went to buy a new Sim card Tried to do a Sim swap I've using the Sim card for the past 2 years I called the customer care line 135 They asked me security questions to process the Sim swap, I answered the questions according to how they asked me Then they told me that unfortunately the Sim swap wasn't successful how can that happen cause I answered the questions correctly I bought another Sim card called 135 and the mtn champion said I should visit an mtn store with an affidavit okay I went to the police station did an affidavit went to the mall I only had the last R80.00 with me and on the phone they told me that to do a Sim swap was free. When I got to the mall I asked one of the mtn champions at the mtn shop to help with the Sim swap she said I should have a certified copy of ID and 45. I was so disappointed cos I used R30.00 to go to the mall now to go back home is another R30.00 The MTN champion didn't tell me about certified copy and R45 he said it's free. I need my number back because most of my personal stuff I used that number. I wasted my last money. Am not happy at all