How hard is it to do a sim swap at an MTN store??

I love MTN and I'm currently on of their clients. But they must look for new stuff at their shop at elim mall limpopo. I lost my phone and they refused to assist me with a sim swap because I wasn't speaking their language (Xitsonga) even when I communicated with them in English they still refused to help me. But wen i ask questions in Xitsonga they start answering my questions but ended up telling me they cant help me. So disappointed. And when did you guys start asking for an affidavit for a sim swap🙆