Mission to do a sim swap

A very close person of mine was on deployment for the past 6 months. He unfortunately lost his mtn SIM card in that country. He needs to do a sim swap. He first calls a call centre which asks him different questions he then does not get it all right, he is told to do an affidavit and fax it to a number, he does so and waits, nothing happens. He phones again and is told he needs to go to an mtn shop as he did not get all question right. He waits for over 3 months and eventually comes back to the country and goes to a mtn store in Durban. He is told he needs to have the proof of residence nd MUST be a letter posted to him. His home is at Mpangeni. He is at work In Durban, he did manage to get a bank statement with his home address but was declined as it was not the right document, he gets letters in a post box. He is eventually told because he had failed the questions the sim swap will not be successful. MTN!! Is this how you operate?? What is he to do now? please resolve this asap. His mtn number ***.