Doing a sim swap a nightmare

Really MTN south Africa? I lost my phone with MTN sim card on it, and i phoned MTN customer service trying to do a sim swap. the first time i spoke to a guy who was rude to me i didn't even get his name he told me that i should answer questions not telling him stories hes not interested in my stories. He asked me the security questions which i failed obviously because i was in distress after loosing my sister. and i let it go. he told me to phone back again when i figured out the answers to the questions. mind you that sim card i also do online banking with, all the transactions done on my account i couldn't get notifications. but that not the point. back to the story, i phoned month later again after i went thru my statements, and also i tried to trace all the answers, this time i spoke to the lady named Nomonde if i remember correctly n she asked me the questions again. how can one remember the last time the sim card was active if its that long? and price plan? and all that. she then told me to go to the branch with my id copy and residential address, which i went and then told to go do affidavit and stuff. i feel as if MTN doesn't care for their customers. and for the fact that it was a contract phone and after my contract was finished they just treat you like *******. why was i told to go to the branch not to do affidavit from the very start?